Checklist for improving user adoption in CRM

I recently attended a psychology lecture at Manchester Met Uni. So what’s this got to do with user adoption in CRM? Well – the answer is “a lot”. Generating the right environment for the individuals in your CRM user community to change their behaviour and start using your CRM system effectively is no easy task. Many of us have the battle scars to prove that! So I’d like to share the lessons I learnt from the Manchester Met lecture and how to apply this piece of psychology to the world of CRM.

Read more

How to reduce risk when choosing & implementing CRM

For many businesses, Customer Relationship Management, as a strategy, is considered the pinnacle of successful, sustainable and profitable long term operation. Effective execution of this strategy is supported by a piece of software to manage people, processes and business insights. But in a world of increasingly complicated technology, millennials flooding through the gates and every man and his dog offering to sell you software, how do you reduce the risk involved in selecting and using CRM to your advantage? Your CRM partner If you’ve been reading our blogs for some time, you’ll know this is a common theme. For CRM

Read more

How to create CRM user buy-in

If you’re either about to implement a CRM system, or have recently implemented one, you’ll have lots to consider when it comes to making it work. For example, is the database structured in such a way that provides you with the business information you need? Are you taking full advantage of the features and functions to help your users become efficient at their work? It’s certainly important to ensure the nuts and bolts of a CRM system fits in with your business model and strategy, but without a team of motivated CRM “operators”, you’re unlikely to have a successful CRM

Read more

Video: What is CRM as a Service?

The term “CRM as a Service” has been used recently, and it always seems to be people talking about technology. They’re talking about software and platforms in the cloud that house the technology. So CRM as a Service, really, means Software as a Service. We’ve been working with CRM for a long time, and we believe that CRM is not just about software and the platforms that you might run in the cloud. CRM is about a business culture. It’s about making it easier for your people to do their jobs dealing with customers, and it’s about making it easier

Read more

The importance of user feedback for CRM projects

Over the years we’ve talked about how CRM isn’t a destination, it’s a journey – that should grow and develop over time as your company adjusts to internal and external changes. What makes this journey fruitful will depend largely on how your CRM users are actually using the system. You may have the latest CRM solution in place with many features, and you may have it lined up with your high level business strategy. But if the day-to-day users hate it, don’t understand it and choose not to use it at all, then your CRM project will fail even before it’s

Read more

8 ways to improve CRM adoption in your organisation

Many surveys have been conducted around the use of CRM systems by sales and marketing professionals. In one study*, it was revealed that even though most are required to use CRM, 79% of the respondents just “check the box” to keep their bosses happy. This low adoption rate indicates that making CRM “stick” requires more than just implementing a solution – you need to ensure your teams understand what’s in it for them, how it fits with your company objectives, and how to use the system at optimal levels for success. We have written many blogs and created videos around

Read more

CRM 2016 – Back to the future

As if 2016 hadn’t been shocking enough, now it’s time to start thinking about 2017. For anyone involved in crystal ball gazing, 2016 delivered more than its fair share of surprises. How many of you correctly predicted the big news stories that burst around us? In the world of business software, the changes were less seismic and more gradual. As an independent CRM consultant, I am lucky that I get the opportunity to understand not just the product direction for our key partners – I also get to look at the wider CRM market. Before nailing my colours to the

Read more

The horrors of CRM – not just during Halloween

This time last year I wrote a blog about The Halloween Horrors of CRM and covered a few ghastly ghouls in the CRM world, such as CRM zombies – the living dead. Systems and processes that have died a slow death but are still used by people simply because it’s become a habit. CRM ghosts – things that are still there but barely visible, like workflows, spreadsheets and other reporting systems that don’t benefit the user anymore but clutter the CRM system. CRM vampires – procedures and tasks that suck the life out of you, rendering CRM your foe rather than

Read more

How to create and maintain CRM user buy-in

One of the major stumbling blocks in CRM implementations is getting people to actually use the CRM system. You might have bought the latest, all singing and all dancing bit of CRM software, and you might even have provided your staff with some training on how to use it, but ultimately, what’s the point if no-one uses it in the long run?

Read more