CRM User Adoption Hints

User adoption is always a challenge when implementing CRM. Many companies try to manage their way through it, while others assume new software will magically drive CRM participation. This perspective is interesting when we start developing rapport with management and standard CRM users. There is generally a disconnect around why participation is necessary and the motive for adding information to CRM systems.

Management Underestimates Habit

CRM (Customer Relationship Management) as a tool to collaborate is not the most compelling reason for the employee standard. Yes, contributing to a universal system highlights dimmed customer interaction. Yes, comprehensive records of business/customer interaction is a good thing. The value proposition for CRM is more than just a repository for management to monitor notes. The average everyday user will continue to do what they've always done, if there isn't a want or a need to buy-in to something unfamiliar and out of workflow. How is new habit created?

Pyschologytoday.com says "Habit formation is the process by which new behaviors become automatic." This term automatic is really the key. We are willing to contribute effort to something that will automatically do something for us. The average CRM user will contribute to a new system, if there's an automation involved alleviating repetitious behavior, multiplying effort or generally lowering the amount of heavy lifting done in a normal days activities. Similar to the idea of minimized report creation and more attention to what the reports contain, the basic CRM user wants to get more from their effort.

Breaking Habits

Similar to ownership and management, everyday CRM contributors want accurate, up to the minute visualizations of their place in space. They want to know they are contributing to their individual goals and the group progress. Using CRM software to report measures, set out in annual evaluations, supports efforts of staff members buying in to the new business strategy, executed through CRM. Additionally, comparing the progress of CRM users will leverage a competitive spirit, while providing insight into the way others are contributing.

Every Entry Counts

There are Key Performance Indicators for Marketing, Sales and Customer Service we can define to evaluate the course of progress. Depending on your organization, specific KPI's should be parsed to measure ROI (Return On Investment). Carrying the old measures forward, plus adding new milestones, will add to the value of a new Customer Relationship Management software solution and create interest never before recognized. Adding quoting to opportunity management will increase user dependence on CRM, so consider integrated systems an insurance for investment in Customer Relationship Management.

To learn more about CRM user buy-in, active strategy to increase CRM software ROI or transition to a group of Customer Relationship Management consultants with a proven track record reach out to [email protected]. We love to see the machine work. Let us guide your Marketing, Sales and Customer Service activity to business progress.