Continuous improvement in CRM management

In this article

    Getting the grips of a new CRM system takes time. Some things will be difficult to get your business to adopt. In this article, we will explain how you can ensure long-term improvements in your CRM implementation.

    In any CRM implementation project, there are challenges you need to overcome. Perhaps you meet resistance from users, or they simply forget your guidelines.

    Our advice to you is: Do not give up. Just take it step by step. We call it continuous improvement.

    By following the points below, you are one step closer to success.

    1. Create a kick-off presentation

    It’s important to communicate the ideas and strategy behind the CRM solution to your employees. What are we going to improve, why we are doing it and what is the overall goal we want to achieve? Cover these questions in your presentation.

    To make things easy for you, we've created a template you can use to communicate your CRM goals, strategy, and training schedule:

    Download kick-off presentation template [PowerPoint]

    2. Lead by example

    You have to use your CRM system yourself. You can use reports from SuperOffice during weekly and monthly meetings. Be available for your team when they have questions, show them how you use the system. Follow up on them.

    Inspiration, encouragement, and storytelling creates enthusiasm. You or someone in your team can take turns showing the team cool functions that help them get an overview over tasks they perform regularly. You can use any of the many tips and articles we have for users. You can also subscribe to our YouTube channels.

    3. Provide training

    Provide every user with the training they need. The best way to do this is to give people in different functions role-based training. Everyone needs training that is specific for the work they do. They need to get to know the system while focusing on the process instead of on the feature.

    When your employees understand how their daily processes are going to change, it will significantly increase their learning.

    SuperOffice offers you different ways in training your users.

    • All users have free access to our e-learning module. You can access eLearning anytime from the Help menu inside SuperOffice.
    • You can also learn everything about specific roles or user plans on our community. In the section called Learn the essentials, we explain how users can get started.
    • We also offer a wide range of webinars that are free to watch and follow.

    Make sure to train your employees with real data. It’s much easier to learn a new system when you can work with data that you recognize. Not only will they understand the concept quicker, they will also remember it better.

    It is great if you can provide your employees with a quick-guide or cheat sheet as well. Something they can fall back on, should they forget certain parts of the processes. It will help them a lot as well if they get a list with resources so they know who to contact when needed.

    4. Celebrate success

    Make sure to celebrate your success – small or big. Every goal or milestone reached should be celebrated. This will keep users motivated and will simply make it fun. It will also give everybody a sense of achievement. After all, we are trying to improve and to drive the company forward.

    You communicated the goals and milestones to the users when you presented the new CRM solution during the kick-off presentation. When you reach the first goal, communicate what the next milestone will be, and how you plan to get there.

    5. Continue improvements

    Your system is only as good as the data you register. After reaching your first initial goals, it’s important to set new goals and milestones.

    After some time, there will be new areas where you can improve. Your system will need constant development and improvement.

    Your employees can always use more training or knowledge sharing. Consider a mini training on advanced topics to increase productivity. Or, perhaps one-on-one training is better for some of your team members.