Achieve End-to-End CRM User Adoption
Understandably, CRM software projects often focus on the software. Steps are taken throughout the implementation to ensure technical requirements are met to deploy the CRM solution on time and on budget. But in this process, a very important ingredient for software success is often left out: The user. A Forrester study classified 22% of problems with CRM as “people” issues. Slow user adoption made up 49% of these issues, making it a top concern among user-related challenges. When front offices are rejecting the CRM software, your investment is rendered completely worthless.
User adoption should serve as a core component of your implementation strategy. To ensure widespread user adoption, follow these eight simple tips.
1. Change Management
A change management plan sets the foundation for CRM user adoption. The U.S. Department of Labor found that employee productivity decreases up to 75% during unmanaged change. Taking a strategic approach to migrating people to your new CRM platform will help you accomplish a seamless transition. Appoint a trusted team member to serve as the change agent and organize the change management process. This person will make it a priority to inform users of the CRM implementation and encourage them to embrace the new software. Our other tips can guide you to successful change management.
2. Early Communication
Nobody likes being blindsided. Your employees won’t be happy to come into the office to find that they’re using a brand-new software program to perform their daily tasks. That’s why it’s important to alert users of the CRM implementation in the early stages. Take time in meetings to update employees on the project status and address questions or concerns. Furthermore, incorporate their suggestions into the software. Their input on their current frustrations and pain points can help the project team include features to create a strong CRM user experience.
3. User Training
Software training is meaningless if you provide one long session for all users. Instead, provide multiple, short sessions targeted to specific roles. After all, marketers don’t need to know how to use the CRM system to create a sales proposal or manage customer service tickets. This approach will make training more relevant and effective.
4. CRM in Meetings
One way to encourage CRM usage is to make it a regular part of meetings. Pulling up lead generation statistics or insights into your sales pipeline reminds users of the importance of leveraging CRM when making key decisions. It also shows employees that managers consider the software valuable and expect it to be used.
5. CRM Assistance
After the solution is live, where should users go if they need help? Let users know how they can receive assistance. Provide them with contact information for your help desk or super user. Offer resources such as video training websites or manuals to allow employees to find answers to issues on their own. In the first week after your software is deployed, have super users on site to help other users in person.
6. Adoption KPIs
Once the CRM is implemented, how will you know if employees are using the system or if the solution is effective? Establish key performance metrics to measure the success of your software and user adoption strategies. Is the CRM delivering the improvements you were expecting? Are users logging into the software and accomplishing intended objectives? By developing reports or dashboards that link user roles with log files and audit trails, you can ensure your system is being appropriately utilized.
7. Continued Learning
CRM is rapidly changing to include AI features, deeper insights and IoT compatibility. To help users keep up with these advances and improve their performance, encourage continued learning. This can be as simple as providing five minutes of CRM training at the top of one meeting a month or encouraging users to attend occasional webinars during their lunch hours.
8. CRM Selection
The preceding strategies will be in vain if you don’t have the right software to begin with. During your CRM selection, consider the user experience. Microsoft Dynamics 365 CRM will be very familiar to employees if your company uses other Microsoft platforms. Salesforce provides an agile user experience, giving users responsive mobile functionality and simplifying report creation. A solution with an intuitive user interface will reduce training times and facilitate easy adoption.
The success of your change management and user adoption strategies determines the success of your CRM project. Software shouldn’t just be sitting around collecting dust. Convince your employees of the amazing improvements and greater ease that they will experience with the new software.
For over 20 years, Datix has guided manufacturers and distributors through every phase of their enterprise software projects. A certified partner of both Microsoft Dynamics 365 CRM and Salesforce, we can help you select the right solution for your business. We’ll also provide comprehensive training and expert advise to encourage widespread user adoption. Furthermore, our Unity integration solution can connect your CRM solution with Epicor ERP to foster deeper insights and streamline workflows. Our CRM consultants are committed to working with you from start to finish to maximize the value of your software.
Start optimizing your business performance. Contact Datix today to learn more about our CRM solutions and services!