Businesses these days are relying more and more on CRM solutions to optimize their internal operations and boost revenue generation.
However, while CRM provides benefits and real business value, most organisations have been unable to integrate CRM into their operations properly, thus leading to failure of these projects, with statistics suggesting failure in up to 63% of the projects taken up by large-scale organisations.
Thus, it is imperative to successfully adopt CRM in order to be able to reap the benefits!
This article will help you do this very thing. Here are 12 Ways for Quick and Efficient Adoption of CRM into your business org:
1. Updated CRM Software:
Softwares keep releasing new updates which enhance software functionality, which in turn improves user experience. These updates also fix bugs which may have been present in older versions.
Thus, for a successful CRM integration, it is important to keep the softwares being used up-to-date.
2. High software user adoption rate:
It is not enough to just incorporate the CRM software into the internal operations. It is also necessary to ensure that it is adopted into use by a large number of employees and end-users.
Many CRM projects have been known to fail due to a lack in the number of users, or because of a lack of consequences for not using the CRM system.
3. Train employees:
Time should be taken out in order to properly train the employees. Specific trainings should also be conducted, which are dedicated to certain business processes.
For instance, a salesperson should be trained how to create a sales process, marketing professional should be trained to follow up on the sale, and an analyst should be able to determine the statistics of the converted sales.
Administrators should be taught to configure solutions, give permissions, etc.
Since learning all the features on one’s own is difficult, and time-consuming, thus a proper and definite time should be kept aside for this.
Once the training is completed, everyone who is a user of the software should practice regularly. The more one uses the software, the more they gain familiarity with it.
Also, sometimes, with practice, users are able to figure out settings that might enhance their work.
This technique is more behavioural, rather than technical. However, it is just as important a step as any.
5. Choose a CRM ambassador:
A CRM ambassador does not only advocate for CRM software usage, but also takes the responsibility for creating routines and guidelines, ensuring that the data quality is up-to-mark, and follow up with users in cases of queries and problems.
This role should be given to someone who is an expert in the CRM techniques and softwares, as well as having a certain authority, in order to be able to take care of the CRM process management.
A CRM admin can be a suitable choice for this role.
6. Advocate for your CRM adoption:
Advocating for CRM adoption (alongside the previously mentioned training programs) will ensure that the software is integrated into regular use without drawing too many complaints from people used to other softwares.
The transition will become a whole lot easier if, the benefits, success stories, and long-term uses are relayed to the users in an effective manner.
While the software being used is common for all the business organisations that choose to incorporate CRM, it is quite possible to customise it according to the business processes and needs.
This ensures that the required CRM features are being utilised to their full capacity, and those that aren’t required for the time being, do not clash with the processes.
8. Mobile Friendly:
These days, the whole world is available at put fingertips, literally. Mobile phones have exponentially decreased the communication distance between people.
With entire businesses being run off of mobile phones, it is only fair that the CRM software be available for usage on mobile phones too!
Thus, to ensure a smooth adoption, users should be able to access the work done on these softwares on their mobile phones as well, which implies a need to make the software mobile-friendly.
9. Easy (and secure) access for users:
Of what use is a software, which creates access, editing and security issues for its end-users?
Thus, access to a program and its features should be easy, while also ensuring security measures like encryptions and passwords are in place.
Not only will this make collaborations and working easier, but it will also foster a positive attitude towards the software, by its users.
However – ease of access should not come at the cost of security. Data loss and leaks is just one of several issues that might occur if foolproof measures are not taken to prevent them.
Thus, a balance between the two needs to be there.
10. Make the CRM flexible:
Clients often require lots of last-minute changes to any project, in accordance with their personal needs.
Thus, it is imperative that the CRM be accommodating towards changes that can take place at any moment.
If the software puts up resistance to edits, the users might get frustrated and avoid using it for future projects. Hence, flexibility is always a good sign.
11. Make it the only software they need:
When different tasks require different platforms, it gets difficult to keep track of the sequence in which they are being performed, of the tools being used, changes being made, et cetera.
A good CRM software will cover all the user requirements, so that the need to use different platforms is subverted.
This makes the transition to CRM smoother, for everyone – the business, the employees as well as the clients.
12. Don’t forget to reward the users!
Finally, it is always a good idea to provide a little incentive to get the job done!
Thus, CRM users can be rewarded, so that it promotes both the usage, as well as the enthusiasm to use the software, thus, benefitting all parties.
A planned-out reward system is, thus, a great way to have everyone working and moving in the same direction.
Well, those are 12 methods for quick and efficient adoption of CRM into your business org. Comment below which of the methods do you think is the most effective.
Radhika Mohan Singh Roy is the Marketing Manager at EngageBay. He has earlier been a senior marketer with Agile CRM, the manager for communities & social media at Simplilearn. He has previously also worked with Google, Apple Computers and Bank of America. He is a Masters’ degree holder in English and a certified Six Sigma Green Belt.