There’s no doubt that CRM software and solutions are important for collecting customer data, improving customer service, and simplifying marketing and sales processes. However, despite these benefits, it’s sometimes challenging for business owners to get their employees excited about new CRM implementation.
Follow These Six Tips
In order to ensure your money isn’t wasted on a sophisticated CRM solution, use these tips to encourage and motivate your employees:
- Don’t surprise them. It’s never a good idea to spring something on your employees. Showing up at the office one day and telling them to switch up their routines and habits may cause frustration and anxiety. Instead, you should involve them in the CRM selection process so they have a say in what platform or software they’ll be using (this especially applies to the sales team).
- Provide training. Regardless of whether or not your team has used other CRM solutions in the past, it’s critical that you provide adequate training so everyone has a chance to learn about how the various tools and resources work. While you don’t want to take shortcuts, this isn’t the time to explain all of the complex features of the system. Focus on covering major concepts on the front end, and worry about higher-level features in the future. In addition to prepping your sales team, investing in training for your IT staff will ensure that they understand how to deal with the complexities of the software.
- Explain the benefits. If you want employees to understand the value of CRM, they need to know the specific benefits. Tell them about how much time will be saved, how the system will improve customer interactions, and what personal benefits they can expect. Employees are much likelier to respond positively if they see both corporate and personal benefits.
- Consider mobile usage. When searching for a CRM solution, look for ones that come with mobile capabilities. Often, employees are hesitant to use these resources because they’re constantly out of the office, meeting with customers, and don’t have time to input data. With mobile features and applications, this isn’t an issue. They can input data from an airplane, hotel, or car.
- Make it a competition. If there’s one thing people like, it’s a little competition. This is especially true for salespeople, who thrive on results. Consider holding weekly, monthly, or quarterly contests, where the employee with the most detailed customer profiles and comprehensive data wins a prize.
- Ask for feedback. After a few weeks, or months, of using a new CRM solution, don’t be afraid to check in with your employees for feedback. Ask questions, and listen. What’s been the biggest implementation challenge? How have you seen improvement in your numbers? Is there anything you don’t understand? The answers to these questions can help you optimize for long term success.
Choosing the right CRM solution isn’t easy or cheap, so make sure your time is well-spent by motivating your employees to use the resources in which you’ve invested. These six tips can help facilitate the process and improve results.