During this year’s CRM Conference, I had the opportunity to network with a number of external Sugar customers and prospects, and also speak with some of our local customers. User Adoption was a common theme in these conversations.
What was even more interesting was that some organisations had been CRM users for some years, yet they still struggled with getting their salespeople and marketing teams to maintain quality information in the CRM.
Key issues raised by managers included:
“users aren’t using the system as often as we’d like them to”
Salespeople had a different view:
“we have to input so much data” “it’s just a reporting tool for management.”
The issues raised by Management are directly due to the challenges faced by the Salespeople. Most of these issues can be easily avoided or can be resolved with a little perseverance. Here are a few items your organisation should focus on:
Check out our other blog on How automation and data input drives user adoption!
I hope I’ve given you some ideas on how to improve your user adoption and get more value out of your CRM.
These ideas require investment in time, effort and money. There is no one quick fix, but with the right plan, you can achieve the right result without breaking the bank.
At OSS Group, our CX and Marketing Automation team specialises in identifying key business stakeholders, identifying business drivers, delivering to these drivers and tracing the delivered system outcomes back to your objectives. By using our robust Project and Change Management practices, we deliver your primary outcomes the first time. We work with you to make further gains as your organisation evolves and develops a greater understanding of how it can use its CRM, to deepen its customer relationships and insights that grow both sales and loyalty.
Dominik Firsow - Account Manager