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Keap: The CRM That Sold Out Its Soul
How a small business CRM grew to 209K visits but alienated its core users with a 1.2-star rating
Keap promises to 'Put Your Business Growth on Autopilot'—but for thousands of small business owners, the platform has become a cautionary tale of feature bloat and broken promises. Despite 209K monthly visits and a $46M revenue machine, the real story lies in what happens when a CRM forgets its original customers.
"Keap didn't just rebrand from Infusionsoft—it rebranded its entire customer base from passionate evangelists to frustrated churn risks."
The Infusionsoft Legacy vs. Keap Reality
Keap's journey began as Infusionsoft, a beloved CRM built exclusively for small businesses. The 2019 rebrand to Keap signaled ambition beyond its niche, but the data reveals a stark disconnect: 63% of traffic comes from undefined regions (likely direct brand searches from legacy users), while 'Infusionsoft' still generates 2,330 monthly searches—nearly as much as 'keap pricing' (590). The platform's 1.2-star rating suggests the migration alienated the very community that built it.
The Growth Paradox
With 300 employees and $46M in revenue, Keap generates ~$154K per employee—healthy for a SaaS company. Yet the organic search traffic tells a different story: only 32% comes from organic search, while 60% is direct. This suggests heavy reliance on brand recognition rather than discoverability. Their top keyword isn't 'CRM' or 'automation'—it's 'keap' itself, indicating they're preaching to the converted, not expanding their market.
The product evolution reveals strategic tension. Keap's tech stack (jQuery, Tailwind, Bootstrap, Vite) shows a modernization effort, but their core offering remains anchored in legacy workflows. The 'keap rest v2 authentication header' appearing as a top keyword (550 monthly searches) signals developer friction—a red flag for an automation platform that should prioritize seamless integrations.
- Trustpilot rating of 1.2/5 from 488 reviews indicates systemic product-market fit erosion
- 60% direct traffic shows strong brand recall but weak new user acquisition
- Infusionsoft searches (2,330/month) prove legacy brand equity still outperforms Keap's new identity
- Developer friction visible in technical keyword rankings
The CRM That Outgrew Its Customers
Keap's $46M revenue machine is built on a foundation of brand loyalty, not product excellence. For investors and founders, this is a masterclass in how not to evolve a niche product: you can keep the revenue, but you lose the soul.
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Small Business CRM & Automation | Keap
Keap is the leading small business CRM and automation platform built exclusively to help small businesses save time and grow without the chaos.
Grow Your Business - Keap CRM & Marketing Automation
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Reviews (20)
Steer clear of Keap
KEAP is a deceptive and misleading company. There should be laws that prohibit companies from making it very difficult to quit online subscriptions.
thugs
thugs - avoid at all cost, we have been with them for 5 years and wanted to cancel, only to find out we cannot, we have to waste time giving reasons and chasing people we need to speak to before they will allow cancellation.
Overcharged for Years - No Customer Service
We have been with Keap/Infusionsoft for over 10 years. I discovered recently that they have been overcharging me so I brought it up with the customer services rep who said he would escalate the matter. Havent heard a thing back in weeks. I followed up, no answer. We are strongly considering a move to another provider.
Hope for Tryst
I’ve used Keap for ~4 years and have run into a pattern of issues that’s now pushing me to look for a new CRM. Silent mass opt-outs. Without any proactive warning, Keap’s system auto-opted out ~700 of my ~800 subscribers because I hadn’t sent a recent newsletter. The fallout was brutal: new class sign-ups didn’t receive confirmations or nurture emails, and I had to manually email people who just opted in. New sign-ups don’t get emails. Many fresh leads show as “opted out by system,” so automations fail and I’m stuck sending one-offs. That defeats the point of a CRM. Payment plan labeling is misleading. For years, the “last payment” date shown to clients has been wrong (it appears to show a cycle date). I’ve had to explain repeatedly, “Don’t worry—this is a 3-payment plan, not 4.” It should say something like “end of billing cycle,” not “last payment.” It’s embarrassing and undermines trust. Tag sprawl from checkout forms. Each new checkout form auto-creates more tags, leading to 100+ redundant/useless tags I then have to clean up. Unexpected client charges. I’ve experienced unanticipated charges on client accounts that I had to fix/refund—time lost and revenue lost. Upgrade promises not honored. After prior mistakes, I was promised a free upgrade last year. I tried it and didn’t like it. This year, when I asked to upgrade again (partly to access the affiliate link they’re promoting), I was denied. The inconsistency doesn’t inspire confidence. Bottom line: Keap has powerful ideas, but the execution around consent management, billing clarity, tag hygiene, and customer promises has cost me time, money, and credibility with clients. I’m actively evaluating alternatives. Constructive fixes I’d love to see: Proactive warning and one-click “pause” before bulk opt-outs. Correct, unambiguous payment-plan language and receipts (with a visible payment count: “3 of 3”). Clear directions to disable auto-tag creation on new checkout forms + a tag governance tool. Transparent charge logs and alerts for any off-cycle billing. Honor documented upgrade commitments or provide clear grandfathering. I'm hoping now that Keap is apart of Tryst things will get better...
Absolute Trash
Absolute Trash, scam. What they claim to offer is not what happens. Billing is a scam as well.
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About keap.com
Keap is the leading small business CRM and automation platform built exclusively to help small businesses save time and grow without the chaos.
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keap.com uses 17 technologies across their website including HSTS, Sentry, Ruby on Rails, and more.
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keap.com receives approximately 209.1K monthly visitors and ranks #240,455 globally. The website has a bounce rate of 45% with visitors viewing an average of 2.0 pages per visit. Users spend an average of 4:03 on the site.
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