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CRM user adoption, Knowledge transfer, Knowledge Capture, Employee engagement,

8 Min Read

Power to Resolve - Getting Success with CRM for Your Business

It takes resolve to get the desired success from CRM or any other change initiative

"The challenges companies experience undertaking CRM, are not solved just by deciding to work together.CRM-to-the-People-book  It requires resolve.  It requires the type of determination that allows you to have an open and honest dialog about what you are doing right and what you are doing wrong." states JC Quintana in his short but powerful book, "CRM to the People".

This resolution process requires groups of people in the company to resolve their differences and answer questions that impact each of them:

  • The people making company-wide decisions. They have to ensure that the company is engaging in the right practices - practices that are aligned with the needs of the people who implement them.
  • The people enforcing and implementing those decisions and practices.  They are responsible for the successful implementation of those practices.
  • The people actually using the new business system on a daily basis. They need to be fully engaged in capturing the information, making the customer relationships work and doing the leg work to generate revenue. 

"It is easy to dodge your responsibilities, but you cannot dodge the consequences of dodging your  responsibilities." - Sir Josiap Stamp


If you are the manager leading a sales force or the CRM executive champion looking to increase user  engagement then a useful resource HR professionals recommend is: "Why employees Don't Do What They're Supposed To Do and What To About It", by Ferdinand F. Fournies.


16 Reasons Why People Do Not Do What They Are Supposed To Do At Work:

  1. They don't know why they should do it

  2. They don't know how to do it

  3. They don't know what they are supposed to do

  4. They think your way will not work

  5. They think their way is better

  6. They think something else is more important

  7. There is no positive consequence to them for doing it

  8. They think they are doing it

  9. They are rewarded for not doing it

  10. They are punished for doing what they are supposed to do

  11. They anticipate a negative consequence for doing it

  12. There is no negative consequence to them for poor performance

  13. Obstacles are beyond their control

  14. Their personal limits prevent them from performing

  15. Personal problems

  16. No one could do it


Use the Power to Resolve

After helping clients implement CRM systems for over 20 years I believe this list aligns with the reasons people fail to support CRM initiatives.  Resolve to plan, implement and review best practices for CRM user adoption.

The first step towards a common resolution of the CRM related issues that plague your CRM success is to answer the questions people are asking.  CRM is about people relationships so resolve to get it right with your employees.  

Give us a call if you'd like to discuss further.  Also check out our People First CRM ebook by clicking the link below

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Topics:   CRM user adoption Knowledge transfer Knowledge Capture Employee engagement

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