How to Choose the Right CRM for Your Organisation (Without Burning $100k)

A few years back, I joined a purpose-led organisation doing incredible mahi, but behind the scenes, things were a bit of a mess. Paper forms everywhere. Manual event registration. A CRM system that hadn’t been improved in years, cost $5,000 a month, and came with a long list of “you can’t do that.”

The kicker? We’d been quoted over $100,000 to replace the CRM and website.

Spoiler: we rebuilt everything, CRM and website, for under $5,000. And we chose future-focused, sustainable systems that gave us flexibility, visibility, and control.

But the real impact? We didn’t just fix the system, we sparked momentum across the entire organisation. We built capability, boosted engagement, and suddenly… other organisations and businesses wanted to work with us.

Why Your CRM Isn’t Just Admin — It’s the Engine of Engagement

The biggest problem wasn’t the outdated tech. It was that we couldn’t see what was going on:

• We didn’t know who was engaging and who wasn’t

• We couldn’t track event participation or renewals

• We had no clear picture of member behaviour or trends

The team was doing their best, but the systems were holding them back, and worse, the CRM provider was actively limiting us.

Here’s what we were dealing with:

• $5,000 per month for a legacy CRM that barely functioned

• No meaningful updates — the provider had stopped improving the product

• Every small change cost extra — even minor edits to workflows or data fields were billed at consultancy rates

• Rigid constraints — we were told how we had to use the system, with no room to tailor it to our needs

We weren’t just frustrated. We were trapped, locked into a system that no longer served us, and punished financially every time we tried to adapt.

Step 1: Get Clear on What You Actually Need

We hit pause and asked the big questions:

• What are we wasting time on?

• What do we need to know about our members?

• What processes could be automated or simplified?

We made a clear list of:

• Must-haves (event registrations, automated renewals, segmented comms)

• Nice-to-haves (advanced features we weren’t ready for)

This clarity saved us from being swayed by flashy features and helped us focus on value and sustainability.

Step 2: Explore the Market — Ask the Right Questions

I met with 10 CRM providers, and asked:

• How do your systems help us understand and grow our membership?

• What’s included in the monthly cost — and what’s extra?

• How often is your platform updated?

• Can we configure it ourselves or are we locked into paid support?

I was looking for a partner, not a gatekeeper.

Step 3: Choose Smart, Scalable, and Sustainable

We found a CRM that gave us everything we needed, for $2,000 a month, with no expensive onboarding or consultants. I handled the setup myself.

It delivered:

• Real-time data and dashboards

• Automated workflows and reminders

• Easy self-service for members

• Flexible configuration options we could manage ourselves

• A vendor that welcomed feedback and actively improved their product

We also rebuilt the website, this time decoupled from the CRM but fully integrated via API. That gave us agility without sacrificing connectivity.

Step 4: Build Internal Capability

This time, we didn’t rely on an external developer or get locked into a proprietary black box. Instead, we:

• Took full ownership of setup and admin access

• Documented processes and created training for key staff

• Empowered team members to update content, forms, and workflows

• Made sure no single person or vendor held the keys

This wasn’t just about saving money, it was about building confidence and capability. The team could tweak, improve, and grow the system as needed, without going through a gatekeeper.

The Results? a full Transformation.

• Membership Engagement Skyrocketed

  We used data to tailor outreach, re-engage lapsed members, and personalise comms. The experience became smoother, more relevant, and more connected.

• We Rebranded

  For the first time, we had a clear picture of who we were serving, and it informed a bold, authentic rebrand that resonated with members.

• We Attracted Strategic Partners, Sponsors and Other Organisations

  With better systems, cleaner data, and a stronger identity, other organisations and businesses started approaching us. They saw the shift, recognised the momentum, and wanted to collaborate. New sponsorships, joint initiatives, and funding conversations opened up, many of which would’ve been unthinkable before.

• Decision-Making Got Smarter

  The board got dashboards. The team got clarity. And we could actually track progress against our strategy, not just guess.

• We Reclaimed Time for High-Value Work

  No more chasing spreadsheets or manually logging event sign-ups. Staff were freed up to focus on growth, innovation, and deepening member relationships.

We Future-Proofed the Organisation

Both systems were chosen for their long-term sustainability. They’re modular, modern, and regularly updated, not a set-and-forget setup that’ll be obsolete in a year.

What I’d Tell Any Membership Organisation Choosing a CRM

1. Start with your strategy, not software. The tool should support your mission, not shape it.

2. Don’t underestimate the power of your data. It tells your story, and helps you make better decisions.

3. Avoid systems that control you. Choose ones that evolve with you.

4. Separate your CRM and website (if its required). Then make sure they talk to each other.

5. Think in years, not weeks. You need a system that’s sustainable, adaptable, and partner-led.

You don’t need a $100k budget, just the right mindset and a willingness to challenge the “way it’s always been done.”