Transitioning to a New CRM

  • Updated

When switching from one supported CRM to another or a new instance of the same CRM, follow this process for a smooth migration.

Prepare Your Data

Data in Act-On Actions

Marketing Lists

  1. Remove all scheduled syncs
  2. Remove any segments that use the CRM attribute, or identify them to reconfigure once your new CRM is connected 

Funnel Reports

Stop and/or Delete any existing funnel reports that reference your CRM lists


  1. Identify all forms that push to your CRM
  2. Update them to send data to your new CRM when it is connected

Automated Programs

  1. Identify all programs that use CRM lists/segments as source lists, or have a CRM task step
  2. Update them once your new CRM is connected

Disconnect Your Old CRM

  1. Locate the connector for your current CRM in Settings > ConnectorsCRM, then click Disconnect
  2. Create a ticket using the form below:



 Act-On Support will follow up with you with the next steps.

Remember: This process breaks your existing CRM connection with Act-On. Follow the steps below promptly to reduce the disruption to your service.

Connect Your New CRM

  1. Follow the Integration Guide for your CRM in its entirety, even if some elements have already been completed
  2. Run a CRM sync from Settings > Data Management

Completing these steps will ensure that future scheduled syncs execute correctly.

Validate Your Setup

  • Check your Automated Programs and reattach new source lists and CRM task steps, if necessary
  • Ensure that Standard Field Names are aligned across your systems
  • Recreate segments that use CRM data, as necessary
  • Verify that List Maintenance Programs are updating the new CRM lead score field in your CRM
  • Change the new Sales Prospector list
    • Identify the Owner Name and Owner Email in the new lists
    • Note that Sugar uses the ‘Assigned To’ Field for Hot Prospects
  • Note: It is recommended to halt scheduled Marketing List syncs when transitioning to a new CRM due to the record ID format being different. Even when migrating to a new instance of the same CRM, mismatched IDs can disrupt list data and cause issues.

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