Pardot Knowledge Base

Things to Know Before Switching CRMs

Last Updated: Jul 24, 2017 | Print this Article

The SugarCRM, NetSuite, and Microsoft CRM connectors are being retired. You will lose functionality if you move from Salesforce to a different CRM connector. Contact your Account Executive if you have questions about switching CRMs.

Only the Salesforce CRM connector is available for Pardot accounts that allow multiple prospects with the same email address.

Objects That Sync with Pardot

For each CRM that Pardot natively syncs with, there are different sets of objects that are able to share data.

  Salesforce SugarCRM NetSuite Dynamics
Leads x x x x
Contacts x x x x
Accounts x x   x
CRM campaigns x x    
CRM campaign members x x    
Opportunities x x   x
Emails x x    
Person accounts x      
Leads as Individuals     x  

Pardot Features

Depending on the CRM that you are currently using and the one that you may be moving to, the features that are available for Pardot will change. Specific features that are process critical will want to be considered before switching CRMs.

Importing/Exporting Data

Upon the creation of the original CRM connector, Pardot automatically queues all prospects to sync with your CRM. Because you are switching CRMs, Pardot will NOT automatically queue all of your prospects to sync when your new CRM is connected.

Once you have created your new connector, the easiest way to trigger all of your prospects to sync is to export your entire prospect list and then import them back into Pardot. This will not create duplicate prospects. Instead, all imported prospects will be triggered to sync and updated with any changes made to the CSV file between exporting and importing it back into Pardot.

Once all prospects have been queued to sync, any prospects that have matching email addresses to records found in your new CRM will sync. Any prospects that are assigned and do not have matching records in your CRM with the same email address will be created. If you have records in your new CRM that are not yet in Pardot (but you would like for them to be), you can do an additional export and import them directly into Pardot. These records will also be triggered to sync with your CRM at that time.

Master for Field Values

Note that if there are records in your new CRM with matching email addresses (or CRM ID for accounts that allow multiple prospects with the same email address) but different values for other fields, those new values will overwrite what is currently in Pardot if the CRM is the master for those fields over Pardot. Similarly, Pardot will update any field values in your CRM when Pardot is the master record of those fields and the two systems have conflicting data.

It is therefore important before queuing any prospects to sync that you have reviewed which system is the master for each default and custom field.

Current Sync Queue

Sync status is controlled at the prospect level and not on the connector level. This means that if a prospect is queued to sync before a connector is disrupted, it will maintain its place in the queue until the connector is re-verified. This includes changing connector types; for example, if a SugarCRM connector is in place, a prospect that is syncing with Sugar is updated, and then the connector is immediately unverified and replaced with a Salesforce connector, the prospect will remain queued and will sync with Salesforce.

It is recommended that a change between CRM connectors is made when your sync queue has no prospects in it. If you have a large sync queue and you would like o have it cleared before changing connectors, you can contact the Pardot  Solutions team to have this completed.

Current Error Table

Prospects are added to your sync error table when your CRM sends Pardot an error that is recognizable. Sync errors that result from a particular CRM may and most likely will not be the same that are sent from any other CRM.  Once you have connected your new CRM to Pardot, you will want to export the prospects in your sync error table and then re-import them into Pardot to queue them to sync. Once these records have synced, you will have a better idea of the errors that currently exist (if any).

Conversely, you may expect to see new Prospects enter the sync error table when you import the data into Pardot and your new CRM. Depending on the errors that you receive, you may need to work with your CRM admin to resolve them.

Change in Sync Throughput

Pardot has a different sync throughput for each CRM that it natively syncs with. Depending on your current CRM and the CRM that you are moving to, you may expect to see a difference in how many prospects are able to sync per hour.

Please see the table below for CRM sync throughput. Keep in mind that these are approximate values and the actual throughput is dependent on the number of web services you are running, the volume of syncing you perform and other CRM setup features that are beyond Pardot’s control.

CRM Prospect Synced/hour
Salesforce 12,000
SugarCRM 1200
Dynamics 1200
NetSuite 480

Creating New Connectors

Only the Salesforce CRM connector is available for accounts that allow multiple prospects with the same email address.

The setup that you used when creating your original CRM connector will be different than that of your new CRM connector. Before setting up your new connector, you may want to review the following articles that discuss the requirements of each: Salesforce
Dynamics (live versions)
Dynamics (hosted versions) 

It is also important to note that when you do switch between CRMs, a new connector should be created (as opposed to editing the existing connector in place). This will ensure that Pardot does not keep any existing metadata from your previous connection.

Backing Up Data

Your data is one of your most valuable assets and should be treated as such. While the import and export process for Pardot is simple to perform, the movement, storage and handling of your data should always be done with the utmost care and security. Creating a backup of your data before changing CRMs is a good idea to ensure that in a worst case scenario, you do not lose your data.


Opportunity syncing is a feature that is CRM-specific. This means that if you currently have a CRM connected to Pardot and move to a new CRM, your syncing opportunities will not sync to your new CRM. For example, if you are syncing an opportunity from SugarCRM to Pardot and you then add a Salesforce connector, the previously mentioned opportunity will not begin syncing with Salesforce.

Opportunity syncing is not available for NetSuite users. This should be taken into account before making a decision to switch CRMs. Opportunities syncing from your old CRM will not be removed from Pardot and you will be able to manually edit these opportunities. Going forward, you will also be able to manually create and edit opportunities directly in Pardot.

User Management

When moving from one CRM to a new one, user records in Pardot will need to be updated. Each individual user will need to be updated with a CRM username that is relevant to the new CRM. Even if the email address/username is the same between the 2 CRMs, mapping must be completed in order for Pardot to associate the username/email address with the users ID in your new CRM.

If a user is not remapped, Pardot will not be able to accurately push new prospects to your CRM with the desired assignment and will also not be able to pull accurate assignments from your CRM to Pardot.

Overall Considerations

Making a change between CRMs can be a very significant decision and operation. It is important that you take into consideration who is using the CRM, how it will affect your current business operations as well as future operations, critical features that may be adding to or lacking your current connection with Pardot and how you will manage the change.

Need more? Start a conversation with other Pardot users in the Trailblazer Community