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Maximise CRM user adoption and make sure employee sentiment about your CRM is as positive as your ambitions for it.
Do you know why some of the best CRM people have experience outside CRM?
It’s because today, CRM providers and partners alike know people matter most. The value of CRM to your business doesn’t stem from just the software, but from how deeply people integrate it into their jobs.
It’s why disciplines like change management, process improvement, and organisation design feature on the CVs of today’s CRM experts. Because when an implementation fails - as, sadly, some still do - it’s usually because the software was rolled out without taking the people along and there has been a lack of CRM user adoption.
This SlideShare outlines how you can inspire positive attitudes towards CRM adoption.
Write down a few positive
outcomes your people will like.
As a senior, you should lead
from the front to encourage
CRM user adoption.
Everyone, in every
How does CRM soothe
Any new process
Whose department will
win big with CRM?
Talk to top managers
in Sales, Marketing
and IT to get their
Understand their needs
so you can demonstrate
granular benefits of CRM.
What does success looks like?
Set expectations foryour CRM that translate into ROI,
encouraging user adoption.
A sales team with a single database?
Sales and Marketing as collaborative sources?
Or the whole organisation treating every
customer like the only customer?
How best to communicate that vision?
Inspiring positivity stems from showing successes, demonstrating how
departments can achieve the same and how CRM makes the working day easier.
They work for marketing.
Great for sales.
Tips for saving
hassle at work?
Every new system treads on toes somewhere.
Organise a demo before installation and ask end users for
All are solvable... (if you know what they are ahead of rollout.)
Is an old system
blocking the way?
Are training worries
Is the CRM able to
align with existing
Before the big stories
come in, there’ll be small
Don’t wait for them… make them
happen. Then share them as best
CRM user adoption soars when
“Hey, I want to do that!”
• Don’t let small successes
• Work out what went right,
and scale it up.
• What works for one
team may work
• Configure any dashboards
and features so everyone
has the same access to
information and the same
chance at success.
(CRM lets you apply one person’s good
ideas beyond their desk.)
You’ve achieved change. Now lock it in.
Treat success stories as newwork processes for all to adopt.
Write the case studies. Give small gifts. Celebrate with
And make it easy for everyone to do the same.
CRM user adoption
…but it can be fun.
If you want an extra boost in inspiring
positivity and managing attitudes towards
CRM adoption, make sure you choose the
right partner to help.
right CRM for
CRM is becoming increasingly important
to businesses, but with such a variety
available and low success rates, choosing
the right one can be complex. We outline
essential steps to follow, helping you to
assess and choose the right CRM foryour
Choosing a partner is an important part
of assessing and choosing the right
CRM foryour business - find out more by
Ultimate Guide to:
Assessing and choosing
the right CRM for your