Top 5 Ways to Improve your CRM Adoption Strategy

The advantages of having a CRM are undeniable. A Customer Relationship Management (CRM) software is capable of organizing loads of customer data, shortens the sales process, and drives productivity and sales up the roof. However, without a proper strategy, it can be very easy to fail. Nobody wants that, yet CRM adoption success rates are still very low. A survey by Merkle Inc. shows that 63% of CRM projects fail. The main difference between those who succeed and those who fail, is the presence of a solid CRM adoption strategy.

Each company may be different, but the most common fundamentals in successfully adopting a CRM remain. Here are a few guidelines to help you and your company create this solid strategy.

Transparency and Communication

A good CRM adoption strategy starts with good communication. There are many stakeholders in adopting a CRM program: we have the executives, the end-users, CRM developers, and even the CRM trainers. They are all part of the process, thus, having a successful CRM project requires a team effort. To achieve this the following need to be communicated to the entire team:

  • Why your company needs to start using a CRM program
  • How the CRM will fill in gaps and help improve the company
  • What having a CRM will demand from each person
  • The SMART(Specific, Measurable, Actionable, Realisable, Time-bound) goals that your company is aiming for in using CRM

Make sure it is clear to everyone why the company is making the shift, as well as how it will happen. Before you decide to purchase a CRM(or even before you consider that your company needs one), ask your employees first. Communicate with them. Do they need this software? Do they have any current difficulties? What are their suggestions to improve the existing workflow? Involving others in the company is part of communication, which leads to the next guideline:

Active Involvement

As the primary adopters of the CRM, your users ought to be involved from the start. Let them know that their input is valued and that you’re not just ordering them to use new, unfamiliar software, to make their lives miserable. Users, and other stakeholders, will value the success of something that they feel they are involved in. They become invested. It raises their team spirit and it’s not just about following what the higher-ups said, it’s about making this a success together. Actively involving users in the decision-making processes, like choosing the right service, picking out needed features, and even using the CRM and giving feedback, etc. is a sure way to increase user adoption.

Lead by Example

The CEO and chairman of Merkle, Inc., David Williams, once said:

 

The most significant CRM initiatives are driven from the top, and this report will serve as a powerful reference guide for senior executives looking to get closer to their customers and achieve superior results.

 

CRM is not only for the average office employee, they are also for the executives, the managers, the supervisors, and anyone with significant authority. For it to truly become beneficial and produce results, it has to be used and adopted by the leaders as well.

First of all, CRM is not only a customer and lead management tool, it is also a database. A place to store all your customer’s information, including contacts, leads, and sales analytics. Imagine a user diligently trying to adopt the CRM program, only for their boss to ask for another contact list on a spreadsheet or a sales forecast on a word file? It beats the purpose of using the said CRM, demotivating the user to try in the first place.

Secondly, when leaders try to use and adopt the new software, it communicates to the company’s users that CRM is important enough that even the higher-ups are using them. Besides, it won’t hurt to learn the workings of CRM, as it can benefit almost everyone in the company, from taking notes and automating emails, to having better sales data.

Conduct Regular Training

In the CRM implementation stage, and even after, training is very important. No matter how techy your users or your company may seem, it will still be best for them to be trained and to understand the features, controls, and how to use the CRM software in general.

Set a schedule for training. This can be through a webinar, a live seminar, or through small team meetings. Have longer, and more frequent training sessions during the start. The beginning stages will be hard as people are resistant to change after all. Once the users have slowly warmed up to using the CRM, you can opt for less frequent sessions.

However, it is still important to continue training even if your company has been fully adopted. You want to make sure that the users are always fully equipped with knowledge of the latest features. These touch-up training sessions can be done quarterly, or even annually, depending on the need.

Another tip is to avail of any free CRM training materials. Some CRM providers offer free training guides, so make sure to take advantage of those. You can also opt to hire or outsource training to a CRM expert, this can be external, or someone from the CRM provider you are currently subscribed to.

Ensure the CRM’s Ease of Use

One of the biggest barriers to CRM adoption is the CRM’s ease of use. A study found that among users, 65% consider ”ease of use” to be a top priority in choosing a CRM service. It tells us that, to increase the rate of adoption, we need to make it easier for users to utilize the software.

One way to make it easier for users is to choose a CRM with simple, user-friendly features. One important feature nowadays is mobility. Choose a CRM with a mobile phone integration. With this, your users can access the CRM program using their mobile phones.

Another way to make it highly adoptable is by reducing manual data entry. Users don’t want to get caught up in administrative tasks such as these. With tons of data, it takes time and effort that should’ve been spent doing real productive work. The best way to eliminate manual data entry is by subscribing to a Voice to CRM solution. Users don’t have to navigate through tabs and menus, all they have to do is speak, and the data is entered, right where you need it. It automates the time-consuming task of typing etc. After all, speaking is faster and easier than typing.

Always remember that the goal here is to make it easier for your company, and therefore, your users, to adopt the CRM software, encourage them to make it a part of their daily workflow.

The Advantages of adopting a CRM for your Sales Team

Sales Departments dominate the CRM user population, as 80% of CRM users have stated. Yes, CRM can be used throughout all departments and teams, but the bulk of its impact and usability can be found in the Sales Team. This is due to the numerous advantages that busy salespeople can benefit from adopting a CRM system. CRM software such Salesforce, Microsoft Dynamics, and SAP CRM play a big role in a lot of sales departments specially here in the United States.

Because the sales team is the ones who often interact with customers, it is important that all customer information be stored and organized, in a reliable centralized system. This information will be used to build more meaningful and personalized customer relationships. With this, CRM makes it easier to automate sales, show analytics, track leads, and altogether bring customer satisfaction.

Here are the top advantages of adopting a CRM software for your Sales team:

CRM adoption for your Sales Team

Manage Customer Communications and Interactions

A statistic provided by Software Advice shows that the top 3 most requested CRM features are:

  1. Contact management (88%)
  2. Tracking customer and internal interactions (80%)
  3. Scheduling or reminders (75%).

These are the basic functionalities of CRM that are considered to be the most important. Un-coincidentally, they are all related to customer communication and interaction.

When it comes to sales, strategically interacting with customers is imperative. Adopting a CRM software helps streamline that process by managing leads, recording calls, meetings, and client messages.

Tracking customer communication helps your sales team paint a better picture of the client, making your marketing strategy more effective. Having a convenient list of customers or prospects, their contact information, their interests, as well as previous interactions with your company, and many more, are extracted from these recorded interactions. It can even remind salespeople of their scheduled client meetings, improving customer experience overall.

With the data gathered from tracking customer communication, follow-ups can be automated, emails and ads are customized, and the entire sales cycle is improved.

Data is made Actionable

Data is an essential part of running a business, and it plays a key role in customizing a sales approach. However, it’s not enough to know which ads people click on or how many times a lead was converted. That huge amount of raw, unsorted data, might as well be useless until it is cleaned, sorted, and made actionable. That’s exactly what CRM does.

CRMs can organize, tabulate and visually present data automatically, reducing the amount of manual data entries and cleanups the sales team have to put up with. Most CRMs also have a Personalized Dashboard feature that enables individual end-users to track their progress. They provide deeper insights, and data that are laid out neatly, helping the sales team make more systematic and informed decisions that drive up sales.

Reduce Administrative tasks

One of the biggest benefits that a CRM can offer is its ability to shoulder time-consuming admin tasks. This includes filing paperwork, reports, data entry on spreadsheets, handling correspondence, calls, and emails, etc.

These activities are necessary, yet do not directly generate sales, and it is one of the major complaints of salespeople as it takes up a lot of their time. Sales reps are said to spend an average of 10.5 hours per week on administrative activities, which is almost equal to the amount of time they spend making sales.

When properly adopted, CRM can be a great tool to help Sales representatives focus on their main goal, which is selling. Making reports and paperwork are easier due to the actionable insights and metrics that a CRM provides. It also allows emails to be automated and calls to be recorded. Using a Voice to CRM solution would make data entry even more seamless. The user only needs to speak, and the recording and data input is properly taken care of, no more manual data entry needed.

Sales quotas are Achieved

It has been reported that more than half the population of salespeople don’t reach their sales quotas. However, a statistic from Innoppl showed that 65% of salespeople from companies that have enabled a mobile CRM solution, were able to reach their quotas. Whereas only 22% of the salespeople from companies who didn’t have mobile CRM, reached their quotas.

This is where the power of Mobile CRM comes in. Salespeople are always on the move, jumping from one meeting to the next, having quick and easy access to their CRM is the key. It shouldn’t be a burden, but rather, something that’s convenient to use. Having access to the company’s CRM on their phone will greatly improve the sales team’s performance.

Mobile CRMs help sales representatives be more effective because not only does it improve user adoption, it also creates better, and more accurate data. Instead of waiting to get home, or to get back to the office, to input data and meeting notes, having mobile CRM allows real-time data capture. It can also utilize Voice to CRM enablement to record calls and meetings, as well as input data in real-time, thus eliminating any chance of misinformation brought about by time and memory decay.

Lead Nurturing and Conversion

CRM stands for Customer Relationship Management, implying that it is a system that helps the company better understand its customers, have meaningful interactions, and build solid relationships with them that will result in better sales. But how?

The data needed in order to personalize a sales pitch, or to even know when to call, is powerful information stored in a CRM software. This data can be used to make your customers feel valued. Rather than focusing on profits and sales, being customer-centric creates lead retention, and after all, selling to existing customers is easier and more effective than looking for new prospects. These loyal customers can then become ambassadors, attesting to your company’s good customer service to their friends and family. Thus, more sales conversions will naturally come in.

Building a relationship takes effort and time, but having a CRM helps you do this more efficiently.

Bottom line: The sales team bridges the company to its customers, and for them to effectively do so, adopting a CRM is paramount.

  • It has been proven to increase the likelihood of reaching sales quotas.
  • Data is organized, cleaned, and handled more efficiently, with visual presentation.
  • It frees up administrative tasks and allows salespeople to focus on selling.
  • Overall, it creates better customer communication and relationships.

Mitigating CRM Adoption woes

According to Buyerzone, almost 91% of companies with more than 11 employees utilize CRM. With the staggering amount of companies seeking to reap the benefits of having a CRM, the struggles of doing so have become more apparent. Various research shows that on average, one-third of CRM projects do not succeed, and this is due to many reasons, but one of the biggest contributors to its failure is the lack of CRM adoption.

CRM adoption has been the bane of CRM implementation for many, as most people will often resist change. When users don’t see the value of interacting with the software, they will use it less, which leads to low adoption rates. This results in a lack of customer information, sticking to manual data entry, poor insights, and a waste of investment.

Oftentimes, the problem is not the software itself, but the lack of proper implementation and strategy. Theoretically, we know that having a CRM modernizes and increases sales, it serves as a useful data platform for customer information. The challenge is translating those benefits into a reality for your company as well as understanding that a successful CRM implementation needs the involvement of active users.

We have summarized the most common CRM adoption woes or problems that companies face in regards to CRM adoption, and how to mitigate each one:

The chosen CRM software fails to add value

At the very start of it all, choosing the right CRM for your company is key. Subscribing to the trendiest or the most recommended software doesn’t always ensure success. Choose a CRM with features that can help solve specific problems and issues that your company is facing, as well as features that are relevant to the type of business or industry you are in.

As the ones mainly utilizing the software, also look at it through the lens of your users and assess each option.

  • Do these features make it easier for them to use the software?
  • Does this CRM eliminate inefficient procedures and optimize their workflow? 
  • Will the system give my employees a competitive advantage?

The CRM data entry software you choose should not be a mere formality or decoration, make sure that it adds value to your users’ work. People naturally use things that can benefit them. With value and functionality, usage of the software will eventually follow, thus increasing user adoption.

 

Inadequate communication

In connection to choosing the right CRM software, how will you know what the users’ problems are in the first place? Communication is a vital part of the process. Making decisions solely based on your perspective, without consulting your users, will result in mismatched interests, and that is just one example.

Studies show that the most prominent risk factor for CRMs is the “Lack of cross-functional coordination”, amounting to 50%. This implies that communication, amongst the users from each department, company executives, and CRM implementation supervisors, heavily affects the success of a CRM project.

 

Photo Taken from CRM Unplugged Ch 2, A review of CRM failures, p. 34

 

Communicating with your users is very important especially in the adoption stage. Involving them with decision-making processes such as the mitigation of current issues, choosing the right software, the creation of your company’s CRM training program, and so on, will help them better understand its value, giving them a sense of responsibility. They are not just being told to use an unfamiliar CRM software, but are actively involved in trying to utilize it for maximum efficiency. This not only applies in the early stages of adoption but throughout the entire duration of using the data entry software.

It is also important to communicate the company’s objectives and to have clearly defined goals. Let your users know about the goals of using a CRM. This could be to double lead conversion rates, or better organize customer data, etc. Actions and initiatives should be in line with your specific objectives and communicated to everyone to avoid irrelevant efforts in all sectors downstream.

CRM is implemented but not used

User resistance is a very common issue and might as well be the main cause of poor CRM adoption. It can be due to the following factors:

Poor usability

When the software is too complicated and inconvenient to access, it discourages employees from utilizing it daily and is difficult to adopt. Ease of use is an important factor because it reduces user resistance. If the users find the software easy to use as compared to their old methods, switching can be smoother.

Inconvenient Manual Data Entry

Users often complain about the amount of time and effort it takes to input data, even when using CRM. One of the most effective strategies to increase usability is to eliminate manual data entry through automation. Automated functionalities encourage users to use the CRM, thus increasing adoption rates.

Integrate technology that allows for easier and more seamless data entry. One great example is utilizing a Voice to CRM software. It enables you to input data with just your voice. It can even be used to record calls or meetings and organize the information taken from each recording. That way, data entry can be done in real-time with little to no gaps in the information. It also eliminates manual data entry and can make it more convenient for your users.

Lack of widespread use

The data stored in a CRM system is not exactly like notes written down in a personal notepad. Oftentimes, it is shared and can be accessible to its many users, allowing cross-functional coordination. This requires the collective use of the CRM software across departments and sectors to unify the data, making it easier to analyze and gain insight from it.

If a user feels as if its other team members, including their executive, are not chipping in and using the software, they will perceive it as unimportant and something to be dismissed. More so if the higher-ups, managers, or executives still demand excel spreadsheets and printed data instead of shifting to using CRM. Divided data input strategies create more steps, such as referring and compiling, to complete the needed information, which contradicts the entire purpose of CRM: efficiency.

Little to no training

Training allows your employees to try and use the CRM software while learning about its features and benefits. Allow them to gradually get used to the new platform. This is very important especially at the beginning when your users are most unfamiliar and hesitant with it. Training not only teaches the users about the CRM’s functionalities but also increases the speed and improves CRM adoption.

In Conclusion

User adoption strategies should be one of the top priorities when deciding to subscribe to a CRM because the technology itself is only half the equation. Keep in mind that the functionality and value of the features, accessibility, ease of use, training, as well as open communication, are key factors in making sure that your CRM is being utilized and integrated to its fullest potential.

CRM Training and Streamlining your Operations

The goal of having a CRM is to optimize and create better efficiency within the workforce. It has been proven to be effective in streamlining processes and workflows through automation, managing customer information, as well as taking care of admin-related tasks. It allows its users to achieve more, and do less. However, when the users are not equipped with the knowledge of a CRM’s proper usage, the intended effect can be backwards.

The most common reason for a CRM project’s failure is poor implementation and lack of user adoption. Statistics show that the average user adoption rate is 26% and it’s the number one reason why CRMs fail. If you are planning to subscribe to a CRM data entry software or if you are a new adopter, understand from the very beginning that the biggest hurdle is not the technology itself, but the people using it. CRM is nothing without the participation of its users after all. This is why CRM training for you and your end-users is very important.

Take, for example, a salesperson attending a meeting with a client. Instead of simply using the Voice to CRM (a service provided by certain companies) feature to record one’s meeting, the salesperson ends up fiddling with the program, looking for the right dropdown menu, page, tabs, the right fields, etc. They end up wasting time and exerting more effort, trying to understand how to use this new software, whereas they could have used that time and effort to focus on their clients and sales.

The point is that even a program that’s built for better efficiency can become inefficient if its functionalities are not identified and used properly.

Training should not be Overlooked

Don’t skip on the training. A CRM software can only be as good as the people who know how to use it. No matter how tech-savvy your employees might be, new software with a new interface will take getting used to. It will help them know each feature, as well as WHEN and HOW to use it. If not trained properly, users cannot fully take advantage of it, increasing the risk of the CRM’s failure.

 

Have your trainees be involved from the very start

Even before starting the training, let your employees know what the company is doing and why. Involving your employees and communicating with them about the shift is a big part of CRM adoption strategies. Ask them their opinions on which software would be best, the type of features that they need, what issues the CRM should help mitigate, etc. Do this instead of deciding everything for them and then telling them to suddenly use it, not really knowing what matters.

Your end-users should understand from the start, why this training, and ultimately why using a CRM data entry software, is going to help them and the company. Set their mindsets right.

 

CRM-Training-and-Streamlining-your-Operations

Communicate with your end-users regarding their preferred training methods

Do your employees prefer to have the training online, through seminars, or just through a handbook? Or maybe they would prefer a combination of training methods? It would be best to know there preferences and show them different options. You want your users to utilize this new software and learn in a way that’s best for them, to reduce resistance.

SuperOffice revealed that 55% of sales experts consider “ease of use” to be the most important feature of CRMs. This clearly shows that a CRM should be fairly easy to use, and more importantly, easy to learn. The goal is to simplify.

In order to shorten the learning curve, know what type of training best fits them. A great way to simplify is by utilizing a Voice to CRM solution. It makes data entry faster and easier, simply by speaking, increasing your overall adoption rate. Take these into consideration before finalizing training procedures.

 

Take Advantage of Free Training Programs

Subscribing to a CRM can already be costly on its own. This is one of the reasons why companies on a tight budget choose to skip training, due to its added cost. Purchasing external training programs can be expensive.

However, it is common for CRM providers to offer free training and user guides. Some separate entities such as online training course websites, consultants, and other vendors also offer free training. There are great free training programs and guides out there that can help you save money on training costs or can serve as supplemental training for your team.

Companies like SalesForce CRM offers a wide array of training options from online courses to one-on-ones, all for free. Make sure to take advantage of any type of CRM training or assistance offered.

 

Train your end-users Gradually

Don’t expect your users to learn everything after a week. Information overload often causes low adoption rates since all this new information is bombarded at the users, causing them to step back from all this complicated knowledge, and revert to their set ways.

Training should be an ongoing thing. For the entire program, set a consistent schedule for live demo sessions, seminars, or group training. To make it more interesting, don’t train them the same way over and over again. Try to add variety to each session.

Lastly, keep having training sessions even after your team has adopted and finished the program. Technology will keep changing, updating, improving, and the same goes for any CRM software. Make sure that the team is able to keep up by having ample follow-up training. This can be done annually or once a month, depending on your company’s needs. It doesn’t have to be as comprehensive as the initial training, just something to refresh your users’ knowledge and perhaps help them improve the way they currently use the software.

 

Cater to Specific Roles and Departments

Instead of a one-size-fits-all, tweak and customize the training highlights for each department. Make sure that everyone is taught the basics before moving on to training that’s more catered. This will help them specialize and learn more about how they can use the CRM software to optimize tasks that are specific to their role in the company.

For instance, the sales department’s training can focus more on using CRM to enter data on client meetings and creating sales. The finance department’s training can emphasize how to use the software to better forecast data and profits, doing customer billing, and the like. This part is optional, but it can greatly help increase the efficiency within each department, resulting in optimization as a whole.

The Bottomline is: Training your employees or team members can help make it easier and faster to use the software, ultimately streamlining operations and getting the most out of your CRM investment.

Best Practices to Increase CRM Adoption and Engagement

In recent years, companies have seen the value of implementing a CRM system, one of the fastest-growing technologies of our generation. CRM, which stands for Customer Relationship Management, helps manage customer data to streamline company processes to increase sales.

The projected value of the CRM market by 2025 is about $80 billion, and this number isn’t surprising, knowing that many companies have greatly benefitted from having a CRM system in place. However, there is one pitfall that lies with the company trying to implement a CRM system, rather than the CRM software itself, and that is CRM adoption.

A survey by Merkle Group Inc. stated that more than half of the companies using CRM fail at their projects. The most common culprit for failure is the lack of CRM adoption strategies, that would properly incentivize the end-users to use the software more efficiently, and speed up user adoption rates.

Most employees already have set ways on how to handle sales and manage their leads. Asking them to suddenly shift into using a CRM software may not be as easy as it sounds. Other reasons include usability problems, inadequate planning and training, and the lack of communication with users.

Despite the large number of companies struggling with CRM adoption, research shows that companies who have successfully adapted to their new CRM have seen an incredible increase in sales and productivity.

To replicate their success in CRM adoption, here are a few practical tips and tricks that can help you boost your company’s adoption rate:

Choose the right CRM for your company.

There are hundreds of CRM software available on the market today, and if you haven’t chosen one for your company yet, then this particular tip is for you.

Before anything else, one must look at what your company aims to achieve by using a CRM. You need one that will eliminate the inefficient procedures in your business and streamline data processing, that is specific to your company.

Consider these questions, which will help you choose the right CRM product to use, and make sure to involve your users in doing so:

What specific features and functionalities does the Company need?

 

Different companies need different solutions. It is best if you can pinpoint the problems your company has and what CRM features would be needed to mitigate those issues. Does your company badly need automated email marketing, calendar management, chat integration? Or perhaps a social media integration feature?

Knowing what your priorities are will help you select the right CRM that fits your company’s needs.

Here’s a Pro tip: Select a product with a Mobile APP capability.

Mobile APP-enabled CRMs allow you to utilize your CRM anywhere you go. Some even have support for CRM Data Entry Software which will make it more easier for you to maximize your CRM. The availability and convenience of phones make it easier for users to input data, manage sales, and communicate remotely. It reduces the hassle of having to go to the office or use a PC when the system can be accessed through the phone in your pocket. It increases usability and access, and it can be applied to any type of company.

 

Adoption rates have also been observed to increase for companies using mobile CRM. According to Forester, mobile CRM increased team productivity by 50%. All in all, it allows for a smoother CRM adoption.

Is the software user-friendly and a good fit for the users?

No matter the user’s familiarity with CRM, the more user-friendly it is, the better. In a survey done by Capterra, “Ease of Use” came in as the second most important factor in purchasing a CRM, with “Functionality” as the first.

Users are less likely to engage with software that is complex and hard to use.

Scalable Pricing

Choose a CRM software that your company can easily start with. The returns from using a CRM may come in later, it would be important to consider how your CRM adoption strategy pans out to your sales people. Large upfront costs may not be the best way to go but something that can easily scale as your business grows into it would be something to consider.. The type and level of the CRM software usually dictate the price, so choose the one which has the essentials you need.

Also, consider the number of users. The more users, the higher the cost, and note that not everyone in the company needs to be a user. Only choose the most suitable employees to become CRM users, to budget the costs. You can always add more or upgrade later on.

Get your Sales Team to Pitch in

As the ones who will be using the software, their input is just as important in deciding the best CRM to use. As stated earlier, try to involve your users from the very beginning. Discuss the previous questions with them. Let them demo the potential CRM products and listen to their concerns.

In order to achieve a 100% adoption rate, they need to be comfortable with the CRM that they will be using. Their early involvement will result in more proactive users.

Establish the importance of adopting a CRM system

During the entire process, make sure that your sales force fully understands why the company is making the shift. Explain  the benefits of having a CRM, for both the company and the users themselves. By understanding the reasoning behind the decision, the appropriate mindset and actions will follow, and resistance to change will be reduced.

 

To do this, an expert in CRM must be present to explain and guide the users. This leads to the next tip:

Have a CRM Specialist spearhead the adoption.

This person needs to be an expert in the CRM product and its use, to be able to manage training, answer questions, and oversee the CRM production processes all in all.

You may hire someone from outside the company, or select someone in your company who is already proficient. Someone in a managerial role would be most suitable in order to establish authority and to make sure that the procedures are in good hands.

Train and Guide your users well

This may come as a very obvious tip, however, some companies still don’t apply this. Conducting regular training sessions in the first few weeks of adoption is very important. It can be very detrimental to expect that your users already know from the start, how to utilize your company’s CRM.

 

Exploring and learning all the CRM features may take months. Instead of handing your users a two-inch-thick handbook to read within the next three days, have regular training sessions, starting with the basics. A handbook should still be utilized, but use it as supporting material for the training.

 

Training sessions provide an avenue for the users to quickly familiarize themselves with the software and actually use it, which can speed up adoption rates.

Give incentives to excellent end-users

Reward the users who actively use the CRM system well. Have weekly or monthly assessments and see which users input data accurately, set up the right email marketing, satisfied a customer, or converted a lead. This will motivate the other users to follow suit and increase the quality of their performance.

Conclusion

Shifting to a CRM system is more than just the software itself. A lot of it is about the correct implementation and user participation. Even the best CRM software would be rendered useless if the employees refuse to adapt and use this new technology.

In planning out your CRM adoption strategy, utilize these solutions to increase your chances of success and maximize your CRM’s capabilities, leading to more productivity and growth for your company.

Why Some Businesses Still Don’t Use CRM

Customer Relationship Management is every modern business’s oracle. It hosts and produces precious data the world of sales needs to win.

Any serious sales executive who’s ever used the likes of Salesforce or Microsoft Dynamics will pretty much tell you that it has become their lifeblood.

But, why do some businesses tend to ignore or shy away from it? Here are a few reasons why.

It Becomes Overwhelming

We now live in a world where laboring to good old filing cabinets and phonebooks are mentally dragging, and the convenience of cloud-based systems and advanced search bars make more sense.

If most salespeople and marketers rave about the treasure that is CRM, why is it that a lot businesses still haven’t caught on? Is missing out really an option  for smaller players?

Forbes relates having to deal with ‘too much’ data with the anxiety of cramming for exams. With the new technologies crowding the internet, it’s not inevitable to feel this way, especially without proper support.

Let’s get one thing straight. CRMs are designed to make business easier, not harder. All you have to focus on is finding a provider that can tailor-fit a CRM system for your business. With proper CRM adoption training, familiarizing and a little bit of faith, you’ll be sure to find in the end that it is worth the squeeze.

 

They don’t understand its value.

Have you ever wondered why some businesses grow faster and some don’t? Did you ever find out what kind of system they use to scale their businesses? Chances are, they’re more willing to try new things like CRMs in order to level up.

Metrics-driven sales is key to cost-effective marketing. It makes a world of a difference to see which sales practices work best for you when you can collect relevant data with just a click of a button.

Without CRM systems, not only do you miss the opportunity of having more time and resources to far more effective sales strategies, but you could also be risking your business’s success.

They don’t know its long-term benefits.

Sure, you’ll have to make an investment for something like Salesforce and CRM adoption training, but what you get in exchange would be a start to optimizing metrics-driven sales.

If you’ve ever gotten a hold of potentially useful data but never really found out what to make of it, then you must know by now that a Customer Relationship Management system is what you need.  CRM systems now not only host the data, but offer add-ons that help you make sense of the data and create actionable insights for both sales and marketing teams alike.

Through time and as you adapt to making your CRM system part of your sales initiatives, you will be able to gauge the return of investment in the value of the data that you preserve in your sales operations that eventually will give better insights  to improve your sales performance.

 

Taking it a Step Further

As CRMs become of real value to companies there is still a question of time in keying in entries to the CRM by your sales personnel vs them actually selling. Oftentimes you want your salespeople to focus on what they are good at: SELLING.

For such situations, companies like Hey DAN provide total support to your sales teams through their Voice to CRM solution that combines artificial intelligence with human expertise. At the end of the day, the sales meeting happens, it gets recorded (voice) and directly entered into your CRM, and ready the next day.

Hey DAN provides full CRM data entry support that’s voice enabled to ensure your company gets better and more timely data into your CRM.

Creating Better Restaurant Experiences with Salesforce

In the beginning, many people thought CRM was a tool reserved mostly for more tech-based companies. However, through the years, more and more businesses have realized its immense value for almost every other industry.

Salesforce has long been at the forefront of innovative CRM tools. There are plenty of reasons why business owners should consider them as their sales partners. If you’re a restaurant owner thinking of investing in Salesforce as a CRM tool, here are a few reasons why:

Better Marketing Campaigns

While the internet makes it easier to speak to customers like never before, it also increases the competition you have for their attention. To keep your customers engaged, they need to feel that you remember them and their preferences.

Using Salesforce, you can make better campaigns that are triggered your customer’s actions and reactions. Salesforce helps put together a unified customer profile that helps you understand customers like never before.

 

Reward Loyal Customers

With thousands of restaurants as your competition, it’s no wonder why you have to retain your customer’s attention. Several studies have found that it’s at least six times more expensive to acquire new customers versus keeping current customers.

Salesforce helps you build loyalty programs to give customers incentives such as discounts, exclusive sales, and promotions. With this, you can differentiate yourself from the competition every step of the way.

 

Improve Your Services

Through gaining knowledge about your customers, you can find out why they want to dine with you and make more moments like it. With customer data at your fingertips, your teams can make decisions better and faster.

With Salesforce, you can easily manage customer reservations, create tickets for customer inquiries, and inviting feedback on every aspect of your business. Integrating information from your website, social media, and in-store feedback creates a more holistic view of your customers and what they think of your service. From there, you can improve every aspect of their experience to maximize their satisfaction.

 

Manage Your Branches

For businesses that have several franchises, staying on track with all of them can be challenging. Between monitoring sales and calculating targets with varying currencies, Salesforce has all the tools that you need to measure performance well.

By keeping the data of your various branches organized, you can make sure that the sure the quality is always up to standard for your brand. Creating a central information repository of your suppliers, staff, and team members can help your franchisees save time and effort.

 

Better data leads to a Better Restaurant Experience

Gone are the days that all restaurants need to succeed are good food and ambiance. These days, customers are a lot more discerning. From booking, actual dining experience, and every communication in between, there are plenty of opportunities to set you apart from your competitors.

Through the years, CRM has proven to be a necessary tool that every restaurant should have but at times a pain to maintain and keep updated. By getting Voice to Salesforce solution, all your data can be transcribed to your CRM automatically. Combining crm specialists and artificial intelligence similar to the debunked Einstein Voice, your restaurant can stand at the forefront of leading customer experience at every touchpoint.

3 CRM Implementations Issues and Solutions

Despite the many positive aspects of utilizing Customer Relationship Management (CRM) tools, many companies are still hesitant to invest in it. Often, they put off adopting CRM solutions due to a variety of reasons. Here are a few of the concerns companies face when trying to implement CRM software for the first time, and some suggestions on how to fix them:

Employees don’t want to learn new software.

CRM tipsMany employees have to keep track of several different kinds of software for various functions. Despite being incredibly useful, even the best technology has learning curves that every user has to go through.

By allotting resources such as time for onboarding workshops and budget for hiring CRM professionals or consultants that can ease the transition, companies can help resolve this concern. There have to be clear objectives with how the CRM system is better and why it’s necessary to learn it as quickly as possible.

What’s replacing Einstein Voice?

Issues with Workflow

Sales teams often have their own culture, ways of working, and systems in place to manage existing relationships. Salespeople often have their styles when building relationships with prospective clients. They have set daily, weekly and monthly tasks that combine manual reporting with their existing sales tracking systems. Additionally, what stage the customers are in the sales funnel isn’t always straightforward.

Combined with tight deadlines and high targets, many teams will not want to put the effort to adapt to new workflows. Changing existing systems can also cause a variety of issues to arise. For example, incorrectly labeling clients, impersonal language, and delays, which in combination may cause unnecessary strains with customers.

To mitigate this issue, companies can empower teams to lead the incorporation of the software with their existing workflow. Giving employees a say on the transition roadmap will enable them to adapt it at a sustainable pace and give fewer excuses.

Not Seeing the Value in Implementing CRM

When the benefits of the CRM technology are not well communicated, many employees will not think it’s that important. With many CRM software selling a host of capabilities, they can appear to be jargon to people who don’t know which ones are relevant for their particular role; and how it can tangibly improve existing processes.

This issue can be resolve when management pushes the adoption process and incentives it at all levels. Motivating employees to transition to a CRM tool requires sharing with them the vision for the software and rewarding them for unlocking each benefit.

Implementing CRM isn’t just a software problem; it is also a human one. Behind every successful CRM tool are people who don’t just know how to use it, but know how to use it well. They can do it well because they had the right kind of support from their leadership and teams. This support comes in a variety of forms that includes working with them throughout the road mapping phase, investing in professional CRM data entry services, and giving the right benefits to early adopters and internal advocates.

Incentivizing Better CRM Adoption

New things always bring about resistance, even the ones that bring about positive change. While Customer Relationship Management (CRM) is a great tool that saves time, money, and effort from all angles, many employees still reject its use.

There are many reasons why people don’t want to learn new software. However, the benefits of having a strong CRM system outweigh the difficultly of transitioning to it. With this, companies need to step up and find a way to incentivize their adoption.

Here are a few ways things that your company can do to improve CRM Adoption:

incentivizing CRM AdoptionCreate CRM Champions

Before you even purchase your CRM software, you should engage with everyone from every rank to help select it. From upper and middle management, sales leadership to the sales teams, companies need to consult everyone from the decision-makers to the end-user.

While companies as a whole tend to benefit from taking advantage of a CRM system, it is individuals that determine how much good you can actually reap. Improving CRM Adoption starts by making every person involved in its utilization under its value.

When people feel like their opinions are validated, they are more likely to champion it. These CRM champions can help preach to their ranks about all the benefits that the software has offer, relevant to their roles.

 

Gamified Rewards System

Once you a group of people convinced of its use, it’s time to encourage everyone else to join them for the ride. One way to make sure people are always on the lookout to improve your CRM System is to gamify the adoption process.

Gamification encourages teamwork, consistency, and steady improvement. By integrating game-like mechanics and reward systems, you can incentivize your employees to use your CRM system more effectively. SalesForce CRM has apps that are developed to gamify their robust CRM system.

With results-based tracking, companies can find their early adopters who can find practical ways to integrate the CRM software into their workflow. Then, these practices can be shared with other people and further refined to get the most out of the system.

Invest in CRM Training & Data Entry Support

Sometimes, no matter how determined or hard-working your team is, they still need help. Investing in additional training is one way to push the agenda of the importance of CRM software.

By giving time for employees to attend workshops, talks, and training by professionals, they can take time from their regular schedules to learn it. This way, your teams will not have to sacrifice their other targets and aspects of their role.

Companies can also hire integrated services such as Hey DAN. Not only by providing consulting and training for CRM adoption, but Hey DAN also fulfills a lot of heavy lifting that comes with implementing CRM as a whole.

From CRM data entry, management to cleaning data, Hey DAN makes sure that companies never drop the ball, even when their teams are still learning how to use the system. Providing a full slate of other services, employees can adapt to their CRM system with a little help.