Tag Archive for: crm

Keys to Successful CRM adoption

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The Lowdown

CRM adoption is a daunting task. A study shows that 63% of all CRM projects fail – that’s almost 2 times out of every 3; which is a pretty big number. So off the bat, adopters have a lot going against them.

As with anything new, it takes a while to get used to something. Succeeding will require more than just having lady luck at your side, so we have compiled some interesting statistics that you could integrate in to your current plan or just get some tips to use as a spring board for your adoption strategy.

The Struggle is Real

Hubspot puts manual data entry as the No. 1 reason why companies struggle with CRM adoption. Let’s face it, data entry is not something sales people look forward to. Between interacting with customers and typing from of a keyboard, reps would choose to do fieldwork in a heartbeat. Reducing or eliminating this task altogether would almost certainly boost the success rate for CRM adoption everywhere.

 

Here are 5 common struggles that sales people encounter

1. Change

People are resistant to it; no one can escape it; and everybody will concur that it’s a good thing when deep inside they are terrified by it. Truth of the matter is; people are generally put-off by the idea of change. We get pretty disoriented outside our comfort zones. We tend to get so used to things the way they are not realizing that we’re missing out on a lot of good stuff.

Statistics show that 32% of sales people spend an hour a day typing away on their computers doing data entry tasks. Drive this point home. CRM systems can save them all that valuable time. Now isn’t that a change that they might be interested in?

2. Intimidation

Sometimes, we may be open to change but feel that it’s too much or too soon. CRM systems can be a frightening proposition for the uninitiated. These systems can be pretty intimidating for first time adopters whose organizational arsenal is a spreadsheet, some sticky-notes and the back of a napkin. Statistics show that 1 out of 5 reps don’t even know what a CRM is. Ween out those bad habits by demonstrating what the system can do for them.

Get them cozy with it by providing adequate training. Don’t overfeed them once and leave them to figure it out for themselves. Turn this into an ongoing process. Finally, don’t forget to make these sessions fun and interesting.

3. This system in not right for me

The usual complaint you hear from your sales people is that, the system is clunky, difficult, confusing or generally not worth the time to use. This can be a deal breaker because you WANT them to use it.

There are a ton of options out there, so be sure to configure a system that’s just right for your team. Make it easy to use. Don’t go crazy and put everything in it. It’s nice to have all the bells and whistles but not to the point that it becomes a distraction and hinders adoption to your system. Ask for their input on the features they’d want. This will save you valuable time and money.

If you feel apprehensive, why not test drive a free CRM solution? There are numerous options available and some of them are actually not half-bad. Hubspot trumpets its product as “The Free CRM with Something for Everyone”. It’s got features that are useful for a variety of roles; from managers, to sales reps and even business owners. And if the time comes that you feel the need for additional features, you can add modules and customize your system. It’s a great way to get your feet wet before you make that final leap.

4. Meant to be

Ask any sales rep if they enjoy data entry – and then get ready for an earful. 32% of agents exhaust up to an hour typing-in data. This pulls them away from what they were meant to be doing – sales. The bottom line is data entry depletes the valuable resource of time. It strips away around 5 hours a week on average which could be utilized for client meetings and follow-ups.

Try to look into data entry automation solutions. Take back those lost hours by eliminating manual data entry. This also creates a more agent-friendly system to use and your data will always be kept current.

5. Say What?

What you are about to read is a bit disturbing. According to Hubspot, 22% of salespeople have no idea what a CRM is. With over 90% of companies having implemented a system, that’s 1 in every 5 not utilizing the investment and driving down overall efficiency.

If you are planning to invest in a system or if you already are, it is important to spread the word to your team. Do not assume that they already know. Include an information drive and proper training in your deployment plan.

Maximize. Maximize. Maximize.

Did you know that only 45% of CRM adopters use their systems for its intended purpose? Hubspot states that less than half of the companies that have a system use it for managing and data storage. The other 40% still rely on emails and spreadsheets while the rest still use – gasp! – traditional methods like pen and paper.

With almost all business moving to adopt a CRM, it’s surprising to see that the majority don’t maximize its potential. You can address this issue by implementing ongoing training and monitoring agent usage.

Conclusion

There are many hindrances to a successful CRM adoption. Knowing the issues and planning around it will give you a better chance for effective implementation. A reliable Voice-to-CRM service is a relative low-cost investment that provides solutions for most of the problems that may spell the difference between successful integration and wasted resources.

The Value of Proper CRM Data Entry

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Whether you are in the business of selling a product or offering a service, customer relations play a vital part to its success or failure. Installing a CRM system can do a lot for your business. It can generate organized data sets for analysis and customer insights, provide easy access to client contact information and automate processes related to sales, marketing and customer support – with one caveat. It needs to be filled with reliable data.

The state of data collection

Modern technology coupled with the Internet has given rise to new communication channels, resulting in an exponential increase to the amount of information that your sales team has to track. This means more data to encode and additional time spent on administrative tasks. On the average, a sales agent consumes 4 hours a week just to input his information into the system.

Free them from this tedious task – they’ll thank you for it. Implement a CRM data entry service – not only does this give them more time to sell, but it also makes for happier agents. But don’t just settle for any data entry service, practice due diligence and choose a provider that is fast, accurate and knows the workings of a CRM system.

Knowing is half the battle

It is worth noting that CRM data entry is different from normal data entry, in that it curtails a significant amount of analysis before the actual input occurs. Containing numerous data fields, these systems need precise data input for optimal operation. This is where a thorough understanding of CRM systems comes into play. Speed and accuracy is nice to have, but it takes a significant hit when it lacks familiarity with a certain system. The quality of data suffers and you may not get the desired results or any meaningful insight about your clients. In the end, managers and agents blame the system, when in reality, the fault lies with inferior data entry. As managers, practice due diligence in choosing the right data entry service to implement. This will save you a great deal in time and money down the line.

Realize. Specialize.

Hey DAN is a Voice to CRM service that utilizes a unique combination of intelligence and technology to achieve efficient and accurate data captures. It understands the inner workings of multiple systems – it not only inputs information with speed and accuracy, it also does this meaningfully – allowing for rich, accurate data sets and makes significant customer insights possible.

Final thoughts

A CRM system is not a magic bullet – it doesn’t guarantee an increase in sales performance. To get the most out of these systems, you need to constantly nurture it with applicable information. Incorporating a specialized CRM data entry service ensures fast, accurate and relevant data captures that greatly adds to the value of your data warehouse and client servicing.

How to Improve CRM User Adoption

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Be Proactive!

The best time to start your messaging is before you roll out your chosen technology. Develop best practices and routine guides and setup a support team to ensure your team is equipped to face this new challenge. Clearly communicate these best practices. If you have already established your CRM solution, and you have not implemented these tools, there is no time like the present. Find a group of Super Users to help you set up a support team and develop a routine guide. Start today!

With these important foundational tools in place, schedule regular CRM check-ins with your team. Pick a recurring time to have a quick informal one-on-one meetings with sales reps to ask about their CRM activity. Share tips, and help to show them the value of the data they entered by highlighting features and reporting that make this data more useable. Make a priority of these meetings to highlight the rep’s gripes and perceived weaknesses in the technology or process. Take these comments back to your support team and sincerely consider them. Followup on these at your next check-in with the rep.

Be Consistent!

Don’t let these meetings slide. Checking in regularly and consistently allows you to catch problem habits so they don’t have time to build. Stay on top of your CRM by tweaking your solution, and your routine guide as you receive feedback and learn more about the technology. Stay on top of your team. Don’t let sales reps off the hook for refusal to adopt even if they are making sales (*link). A good support team will help you maintain your CRM vision for the long term (*link).

Be Positive!

When you discover a Super User, make sure to praise and highlight their skills. Team leaders will be less likely to be perceived as ‘naggy’ if they make an effort to keep their messaging positive by focusing on rewards rather than responsibilities. Try incorporating gaming and intelligent rewards (*link). Use reporting to spotlight sales achievements and communicate to your team how you used CRM analytics to uncover the achievement.

Be Realistic!

Make sure that you fairly and honestly consider the administrative burden that you are placing on your sales team with the implementation of a CRM solution. Be reasonable in your requirements, and if there is a serious administrative burden, one that outweighs the payoff, it is wise to consider services and CRM add-ons that can alleviate this burden. There are AI and Voice to CRM services available to support your team.

Be Supportive!

Proactive, consistent, positive, and realistic are the qualities you need to be a supportive leader. In short, with a well chosen CRM and a supportive Team Lead your sales team will be CRM Super Users before too long!

Why is CRM Important

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CRM (Customer Relationship Management) technology is a widely popular sales enablement tool that allows you to track key details and activities about your customers and opportunities, clarifying your sales process in order to move your reps through the pipeline more efficiently, thus generating increased sales and increased revenue. Simply put: CRM helps you organize and leverage complex data. Today, some form of CRM solution is recommended in almost every sales enablement plan. Why is CRM so popular? For one thing: it works. Companies that have high CRM adoption rates among sales reps show increased efficiency and increased revenue (Source: Nucleus Research https://nucleusresearch.com/research/single/crm-pays-back-8-71-for-every-dollar-spent/).

Let’s look more closely at some of the valuable insights that Customer Relationship Management technology can provide for your company.

LEARN ABOUT YOUR CUSTOMERS

Successful selling is all about expertly managing your customer interactions. Customer Relationship Management Solutions provide an intelligent framework for doing just that. Your customer details and interactions come together to create customer profiles that offer a new way to visualize customer retention.

KNOW THE STATUS OF YOUR PIPELINE

Customer Relationship Management technology helps you to easily visualize your sales pipeline at any given moment. Know how many deals you’ve won; how many deals you’ve lost; and see details about deals in progress all in one place. Information about clients and tasks is shared seamlessly between teams and team members to keep track of deadlines and next steps.

OPTIMIZE SALES PROCESSES

Many CRM solutions include some level of automated data entry and email marketing, freeing up your sales team to score more leads. Reminders guide sales reps along the sales pipeline efficiently, resulting in less missed opportunities. Collecting and storing data allows you to track the conversations and marketing materials that lead to conversions, and generating reports provides a wealth of valuable information about deals won and lost.

GET THE WHOLE PICTURE WITH CRM

CRM data can give you a clear picture of your customers and sales pipeline, shared across all teams, thus providing you with insight into your sales processes that can ultimately lead to higher conversions. What was once millions of bits of unconnected data, harnessed by CRM technology becomes a robust and living picture window into your company’s lifeline.