How hard is it to get your staff to actually start using new software?
People get comfortable with what they know and are bound to have a learning curve on something new, even with training. Too often they mentally dig their heels in when they hear a new system is in the works. Their first thought is, “It better be easy to use, or I won’t.”
Yet obviously without user adoption your CRM strategy won’t work. How do you get past this barrier?
Two people hold the keys to successfully adopting a new CRM system in your organization. 7
You know the first one intimately– it’s you!
Executive management must, absolutely must, believe in a new system. Learn to use it first. Use it in meetings and use it consistently. Talk about why it’s valuable and what problems it will solve. If you’re not involved directly, others will find it hard to take the change seriously and invest their time and energy in it. You must lead by example.
And don’t underestimate how much time adopting your new system will take. Julie and I give helpful support, and the Creatio (formally bpm'online) CRM has its own user community forums and educational academy to answer questions, but even so the transition is not overnight. Don’t lose interest or present unrealistic expectations to your team, or your success in getting buy-in will suffer
The second key person in any successful adoption is someone we call the Champion of Change. This will most likely be a manager who realizes the benefits of CRM software and can take the lead for his or her department. Nothing jump-starts a CRM implementation more than a manager who comes at it with a can-do attitude. Success is contagious, and your CRM champion will demonstrate it first.
Do you want your staff to embrace adoption of a new CRM system? First make sure you’re ready to take the leadership in its implementation. Then carefully choose your Champion of Change.
Our experience can prepare you to lead your CRM strategy to success. Give us a call today (269)-445-3001 to discuss what it would be like to partner with us as trusted advisors on the journey.
Editor's Note: This post was originally published in Feb. 2012 and has been completely revamped and updated for accuracy and comprehensiveness.