
Tips for Increasing CRM User Adoption
While nearly 85% of U.S. companies have deployed some form of CRM software, it’s generally believed that overall user adoption is well below 50%. The surest way to increase user adoption is to follow the best practices listed below:
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- Involve users in all planning phases
- Make the system easy to use
- Ensure it aligns with your strategy and processes
- Resist asking users to input irrelevant data and information
- Make it the hub for all customer account information
- Embed marketing and sales analytics that can improve user/company performance
- Appoint a CRM champion, that can train users and evangelize the system
The best way to improve user adoption is to embrace a carrot and stick strategy. If users see little to no value for them or the company as a whole using the system, they’re likely not going to use it. Introducing penalties without incentives for noncompliance, will only build frustration and get you the bare minimum of garbage data.