To help you manage changes within your organization and maximize the adoption rate of your new CRM system, here are a few tips that can help get you started.
1. Choose a dedicated administrator
Appoint a person in your company who is an ambassador for CRM. This person can be responsible for creating routines and guidelines, ensure data quality, and follow up users if they have questions or are doing something wrong. When needed, this person can facilitate a work group to come up with best practices, and document the results. This person needs to be an expert in the system, and have a certain authority in the company to be able to carry out the CRM initiative.
2. Involve users from the start
It is a common instinct in the human nature that people can resist changes. Reasons can be fear of the unknown, of more work, of unwanted changes in daily tasks.
If you can make the unknown known, then it takes out all the uncertainty. So, involve the end-users who will use the system. Clearly demonstrate to those involved how the new system will benefit them. Ask for user feedback. Be sure to listen to the feedback, and incorporate suggestions when appropriate.
3. Make sure the system is easy to use
SuperOffice is supposed to make life easier for the users, not harder. Therefore, tailor the solution to reflect the way your users work and not the other way around.
Users hate interfaces cluttered with irrelevant information, so leave only those choices your team will need today. You can add more later, if needed. Make sure all the users have installed Web Tools.
4. Create a routine guide
A CRM routine guide outlines what kind of information the users should capture in the CRM system, how, and who is responsible. It also reinforces the actions and behavior you want your end-users to take in order to achieve business goals.
Be sure to update this routine guide continuously to reflect changes, either in the CRM due to upgrades, or new routines you have decided on. Learn more about creating a CRM routine guide.
5. Train your employees
Set aside enough time for training your employees. You will find a free and easily available eLearning tool inside SuperOffice. Just go to the Help menu, and click eLearning.
6. Reward users
Review how your employees have used the CRM system and think about rewarding those who use it well. The reward system is a great way to get everyone moving in the same direction.
For example, you could look at how many outbound calls a person has registered in the system, how many leads he or she has converted into a sale, and how accurate their data entry is. Then you could reward the best ones, and make known to others what they did to achieve this reward.
The fact that you’ve purchased and implemented a CRM system in your business is great! There are so many benefits that you’ll be able to derive from the solution. The only thing you need to do now is to get your end-users to use it in the way that it was meant and in a way that supports your business processes. Start with being a good example, use SuperOffice everyday and make it a part of your daily routine.
By following the six tried and true best practices above, we are sure that you will come far.
Good luck with the implementation!