How do you manage a customer who is resistant to using new features added to the CRM system?

Uma coisa que achei útil ao lidar com clientes que resistem a novos recursos é destacar claramente os benefícios. Mostrar como essas atualiza??es podem facilitar o trabalho deles e melhorar o atendimento ao cliente! Isso pode ajudar a mudar a perspectiva deles sobre o sistema. Por exemplo, se um novo recurso automatiza uma tarefa manual, é necessário enfatizar o tempo economizado e como isso pode ser redirecionado para atividades mais importantes pode ser muito persuasivo.

Clearly articulate the value proposition: Show how the new feature directly addresses a specific pain point or improves efficiency. Use real-world examples: Share success stories of other clients who've benefited from the feature. Quantify the impact: If possible, provide data on how the feature has improved performance metrics.

Many businesses have a focus on ROI, so make sure that you are clear about the value new features will bring. Features such as Automation will help eliminate bottlenecks and speed up business processes, observe the time it takes prior to updates and estimate the potential time the organization will save. As they say, Time = Money. If you've implemented this feature for another client, use this clearly, and list the benefits, when positioning your use case for any new features. If you know what drives your client, then focus on updates that will naturally appeal to them.

By highlighting the robust capabilities of these new CRM features, we can effectively communicate their value proposition. While we may focus on the direct benefits to the customer, such as increased productivity or improved customer satisfaction, showcasing the underlying features and functionalities can often reveal additional opportunities for growth and innovation. In both cases, a demo or a couple of meetings and a good communication between the CRM expert and the customer will be needed

Explain how the new features will make their work easier, save time, or improve results. Show specific examples or case studies that demonstrate these benefits. Make sure they understand that these changes are designed to help them, not complicate their work.

Tailor training to individual needs: Understand the user's role and focus on features relevant to their job. Offer one-on-one sessions: Provide personalized guidance and address specific questions. Create interactive training materials: Make learning engaging and memorable.

Training clients on a new feature is crucial for maximizing its value and ensuring customer satisfaction. While it might seem counterintuitive to invest time and resources in training when clients may resist change, it's essential to recognize that proper guidance can transform resistance into enthusiasm. By effectively communicating the feature's benefits, demonstrating its ease of use, and addressing potential concerns. For Instance: The company that I work with launched an AI tool that converts 2D layouts to 3D layouts in an event space, Initially the TG was not sure of the use case for such a feature, but after multiple training sessions with our clients they realized how this feature saves them time and effort and this became our STAR

Offer one-on-one training sessions tailored to their specific needs and work habits. This can help them feel more comfortable with the new features and see how they can directly benefit their daily tasks.

Develop comprehensive documentation: Create clear and easy-to-follow user guides. Offer online support channels: Provide multiple ways for users to get help. Build a knowledge base: Centralize information for easy access.

Document, Describe and Detail any upcoming changes you want to make for the client. Crafting effective "How To" guides means that they have reference materials to fall back on so that features don't go unused. Be available for your client, make sure they have your contact details and can get hold of you if they are unsure about anything. The key to resource provision is to train 1-1 with a user so that they have a thorough education in what the changes are, what they do, and how to use them. This user can then act as an employee advocate for the feature set within the CRM, empowering them to train others and only seek your help with new issues.

Encourage open communication: Create channels for users to share their thoughts and concerns. Conduct surveys and interviews: Gather data on user satisfaction and identify areas for improvement. Iterate on the feature: Use feedback to refine the feature and address user needs.

Build a user community: Create a forum where users can share tips and best practices. Organize user groups: Facilitate knowledge sharing and collaboration. Encourage peer-to-peer support: Let experienced users help others.

Track feature adoption: Measure usage metrics to identify areas for improvement. Analyze user behavior: Understand how users interact with the feature. Adjust training and support as needed: Adapt your approach based on user feedback and performance.

Phased rollout: Introduce new features gradually to reduce resistance. Incentivize adoption: Offer rewards or recognition for early adopters. Change management strategies: Employ proven techniques to manage organizational change. User testing: Involve users in the development process to gain buy-in.

Be patient and empathetic. Change can be difficult, and everyone adapts at their own pace. Celebrate small successes and provide positive reinforcement. If resistance persists, try to understand the root cause and address it specifically, whether it’s a lack of time, confidence, or understanding.