Tips to increase User adoption for your CRM
By Amer Wilson
It’s always exciting when you first implement a CRM at your company. After its implementation, you start expecting that your business will immediately get more customers and grow at a good pace. There is no magic to it. It isn’t that easy and it doesn’t work that way!
CRM can be customized to an extent so that it is able to handle major aspects of your business by itself. But if not trained or catered to properly, you will realize that only a few users heartily adopt the CRM system and use it to its fullest capabilities. The rest are always reluctant to adapt to the new ways of doing things. After all majority of us abhor change.
User adoption is a recurring challenge when it comes to CRM deployments. Slow or low user adoption has been cited as the top contributor to the list of things due to which CRM deployments fail to achieve their goals.
To improve chances of a successful business implementation in your company, here are a few tips to mitigate any user-adoption challenges you might face
Limit Features set in the beginning
There are lots of features available for a CRM system, the list may be infinite. But introducing too many features initially can be overwhelming, and the users might lose interest quickly. Best way is to introduce a limited set in the beginning. Then, train your users to get proficient and accustomed to those features to the fullest. A step by step process is better. Overtime you can roll out more features that would benefit your business.
Bring together the right project team & Encourage them
The project team has the role of identifying and fixing slow user adoption, so assembling the right project team is a must. People pay attention to what the leadership says or does, and if your leadership is active in the CRM learning process and deployment, your team will follow. Ergo, it’s important to actively engage leadership in the CRM and ensure that they are acting as proper activists for the system.
Involve your users from start to finish
It is important to get your team involved from the start, and including them in the decision making process throughout the implementation. This is necessary as to prepare them for the system to come and instill some sense of ownership.
Train your Users
Don’t try to skip the training part. For users to get better accustomed to the system, training is rather important.
To maximize the results of CRM training, users should be taught how to use every part of the system that they will be required to utilize in the CRM. Users should be trained regularly, every time a new feature is introduced so as to keep them up-to-date with the system.
Documentation should be accessible and up-to-date
Detailed process documentation is essential and should be readily available at all times. Throughout the implementation, your documentation should be updated with the changes and process etc. at all times. This documentation should be readily accessible to users, who can refer to it at times for knowledge.
User adoption to be encouraged at all levels of management
From the CEO to the occasional supervisors, everyone should know how to use the system. This encourages the other members of the organization to learn the system as well.
You might encounter risks throughout the journey. It is important to cater to those issues proactively. Risk management is the process of identifying, and measuring potential risk, implementing strategies to manage them, and creating plans to prevent further risks. Risk management is one of the best ways to reduce chances of bigger problems popping up. So proper planning reduces chances of big risks, and assurance that your project will be completed on-time and on budget.
Keep an eye out for improvements.
It is important that you keep an eye out and pay attention to any update releases for your CRM platform. Vendors like SugarCRM release regular updates throughout the year, and these changes could impact your processes or help improve them. Keeping your system and your team up to date will be a good step through the process.
Ensure High Data Quality
Businesses require accurate reports for analysis purposes. This can only be possible with accurate data. Incorrect data will be costly for the business in longer terms, the system won’t have much usefulness, which can result in low user adoption.
I sincerely hope these tips help you increase user adoption of you CRM and help you get the best ROI of your CRM investment
Rolustech is a team of award-winning SugarCRM experts taking pride in successfully implementing Sugar for more than 500 firms worldwide.