What can I do to ensure CRM will be used?
Regardless of which CRM tool is being implemented. It can be Salesforce, Microsoft Dynamics, free or internally developed CRMs, this question comes in many different ways, among others:
- I read in a story that CRM projects do not meet all of their initial goals. What can I do to minimize this problem in my business?
- My external salespeople that are on the street, will they use CRM?
- How to prevent the sales team from boycotting the tool
For any sales force CRM, the principle is one:
- Only accept reports extracted from CRM.
It's the best way to charge for using CRM!
We often say that "salesman" does not like the system, but the truth is that no one likes to be controlled.
Given this, it isn't worth paying a fortune for a consulting firm to implement all your business processes in CRM if you don't require them to use it.
We must also respect cultural factors. There are companies that sellers will not use the tool and will not be punished for it. You know it and they know it. So I suggest you start simple, with the controls you don't have today.
Now you can invest and run the tests
- The CRM Tool (Product): Does the product deliver what it promises?
- The Deployment Company (Processes): Did this team help me create a working solution?
- Your team (people): Are they using the system for basic controls?
After that, you should improve the process of expanding your use of CRM.