Maybe we need a Negotiator...
December 19, 2012 7:37 AM Subscribe
We want to move to a new CRM provider, but our old CRM provider is holding our data hostage. Is there any recourse?
posted by doomtop to Work & Money (15 answers total)
We are unhappy with our current CRM provider, but we have many active leads in their system. We would like to move to a new provider and would like to move our existing leads to the new system; however, we have discovered that our current CRM provider doesn't have any tools in their system that would allow us to export the data.
I wasn't around when this provider was chosen. We took over this account along with a company that we acquired. There's nothing in our contract about it.
We've talked to the current provider about the data and they said they can provide us with an export of the customer data, for $500. But, this would not include any information about the source or status of the lead, just the customer information. If we want that extra data, that's an additional $200. And it would be two separate database files which we would have to figure out how to merge and make usable on our own.
This seems... inappropriate. Almost vindictive that we are cancelling. I've worked with several of these types of providers and most either have a function for exporting directly from their system or would just hand over the data in this situation.
There is no question that the data belong to us, but it is stored with them and we can't get it unless we pay up. It feels like extortion.
Obviously, we won't use this provider in the future and will not be able to recommend them to others in our industry. But is there any other sort of recourse anyone can think of? The company is based in Iowa (we are not), do not maintain a location in our state, and suing them would seem cost prohibitive.