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Successful adoption of CRM is the next big goal of every business after purchasing one. Nevertheless, what most of the businesses fail to realise is that success of a CRM software depends greatly on its users. Yes, choosing a customer relationship management software still remains a second priority, whereas understanding why a business needs and how to use it remains at the top. One of the top reasons for failed CRM projects is the lack of adoption strategy or planning.
Here’s a quick guide to drive CRM user adoption rate:
The best way to drive CRM software user adoption rate is to follow a proper and well-defined user adoption strategy, which focuses more on user sustainability. The skills and methods used in deploying CRM application is different from the skills and methods needed to drive user adoption and user behaviours. Yes, a business would need a different set of people with different expertise to work on user adoption program:
Read also: 5 Traits to look for in a Killer CRM Consultant
Change is the only thing constant. Unfortunately, humans tend to be afraid to accept change. Sticking with the daily working pattern is more preferred by employees rather than changing it for the betterment of productivity. Fear of not understanding the system is very daunting and thus, painting a clear picture of the system and helping them understand the same will eradicate all the uncertainties and doubts, if any. Make your users understand how the CRM software will help them for good, automate few of their tasks, etc. in addition, taking regular feedbacks from the users pertaining to the system’s user-friendliness, interface, navigation, etc. will also lead to successful implementation.
CRM adoption has always been a chronic problem with businesses since years. This is the reason it is advisable to identify a person in your organisation, who can lead the adoption project. Responsibilities of a CRM champion mainly includes creating standard procedures and ensuring that users are using the system properly following data quality procedures. Your CRM champion should be an expert in operating the CRM system along with the ability to handle administration tasks as well.
CRM software is meant to ease the burden of its users. If your users are finding it difficult to manage or find their data in the CRM system, you need to streamline the process. Yes, process streamlining must be taken into consideration at the initial stage of system configuration itself. Many users tend to get confused or even hate such interfaces that offer no useful information for e.g. unwanted fields and/or exhaustive navigation. As and when users progress, your system admin can gradually introduce new items in the system.
Prioritize user-training sessions. Spending time on user training is not waste, it in fact saves time and efforts of both the users and the management people, who will further review their work and performance. Develop training based on different processes defined within the CRM software. For instance, a sales representative will be more interested in knowing about sales opportunity module rather than service module. Similarly, a marketing executive will be interested in Marketing Campaigns, Bulk Emails, Groups of Companies, persons etc.
Read also: CRM End-User Adoption Strategies that always work
Majority of CRM programs failing is a flashing sign that businesses need to take steps to ensure good return on investment when it comes to CRM solutions. Following these tips will go a long way in terms of making CRM software an indispensable asset for your company.
If you are looking to invest in a future-proof CRM software and implementation, contact us here. You can also SMS SAGE to 56767 or write to us at firstname.lastname@example.org for a FREE demo or CRM consultation.