If there is an excuse to not use CRM, most managers have heard them all. “The system is too slow”, “the data is junk”, “my boss doesn’t use it so why should I”, “I never got proper training”, and the list goes on and on.
Don’t worry, if you are struggling with User Adoption you are not alone. User Adoption is a difficult task (no need to sugar coat it). Most people are naturally hesitant to change, so it requires a number of ongoing tactics and a user adoption strategy to ensure success.
We have a long list of user adoption tips we will be sharing with you over the course of the next few weeks, but here are 10 (in no order) that may help improve your user adoption rate right out of the gate.
User Adoption Tips
Communicate to your team a clear vision for why adopting CRM is important and critical, not only for the success of the company but to each team member’s individual success. Make the process super simple for each team member to start using CRM (or get back on track). Prioritize the high value tasks and start using CRM for those first. Give the team ownership in adoption by asking for feedback on the layout and process. As a leader, take ownership and responsibility for your team adopting CRM.
Make sure your CRM platform mimics your business processes instead of trying to change your business processes to match out of the box CRM platform capabilities. For processes you have committed to implement…Live the motto – “If it is not in the CRM system it doesn’t exist!”.
Training scenarios are great, but whenever possible, use real world ideas. Ask a user about a typical day and relate the training to something they can understand. Not only showing them the basics, but making an effort to show them how “This will make their job easier”.
The CRM “Leader” (Administrator, Manager, Power User) should come up with 4 or 5 features or tasks within CRM that they want the team to master. Every week ask each user to rate themselves on a scale of 0 to 10 on how well they are doing with each particular feature or task that has been identified. You want to pick a function that they will be using in their role. This gives the team a focus on what to work on because they know it’s important. It also provides an easy, measurable way to see who’s improving in each area. This allows you to offer assistance to those who are struggling. In 4 to 6 weeks (and beyond) there’s a good chance your team will be very good at what the management team feels is important.
Schedule follow-up training. Remember it is not a “one and done” thing. 3 days, 3 weeks, 3 months after training, have follow-up or review sessions to see what questions come up, what users want to know more about or are struggling to understand, etc. Don’t forget your new hires. Often times when a company launches CRM the entire team gets trained, then new people come on board but get the abbreviated version. Ongoing training will not only help your experienced users but ensure your new users are not left to fend for themselves.
Follow up consistently with users: Schedule time in meetings, set 10 minutes aside during a weekly or monthly meeting to discuss CRM. Address any issues or concerns and provide tips how to use CRM better. To get your users more involved, have one user provide a ‘tip’ each week they learned.
Set Measurable Goals: Set goals for use of CRM and hold users accountable to hit those goals.
Make CRM your One Stop Shop for your team: By integrating and centralizing all of your information, all of your stakeholders will feel more comfortable finding the information where and when they need it. This will allow your sales process to be streamlined, and will be less daunting when it comes time to train.
If your business model will allow it, “gamify” the system. Provide rewards for high-adoption users, whether it be small gift cards or just company-wide recognition as being the top CRM person.
Encourage users to attend external training to improve their use of CRM. There are lots of free resources available. An example includes Ledgeview Partners’ monthly user group webinars for Microsoft Dynamics CRM where we cover a short training tip and best practices for the first part of the webinar and conclude by answering user submitted ‘how-to questions. Visit our user group page for on-demand videos and register for the next upcoming webinar.