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How to Improve CRM User Adoption

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

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.