5 Best Practices for CRM User Adoption

5 Best Practices for CRM User Adoption

Faye Business Systems Group

December 2014 | David Faye| [email protected]

FayeBSG | www.FayeBSG.com | [email protected] | @FBSGWelcome to the software you’ve always wanted…

AGENDAa brief introduction

IntroFayeBSG Overview

Our Sugar Integrations

Why CRM FailsDon’t believe the hype

Best Practices for CRM User AdoptionCRM Deployment

Accountability

Patience

Understand the Why

Internal Champion

Attitude

Q & A

Review

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• 25+ Years of experience

• More than 400 clients

• SugarCRM Platinum Partner

• Additional Partnerships with: Act-On, Sage ERP and NetSuite

• In-house programming and support team

• Offices in CA and NY

IntroFayeBSG Overview

• Focus on CRM, Accounting, ERP and Custom Solutions

• Hundreds of successful accounting, ERP, and CRM software implementations and integrations

• Integrations for ERP, Marketing Automation, Cloud Storage, VOiP and Project Management

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FayeBSG Sugar Integrations and ProductsWhat we made

Sugar Box

Integration

Sugar Constant

Contact Integration

Sugar QuickBooks

Integration

Sugar Intacct

Integration

Sugar JiRA

Integration

Sugar Sage

Integration

Sugar Authorize.Net

Integration

Sugar ShoreTel

Integration

Sugar NetSuite

Integration

Sugar Act-On

Integration

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Why CRM FailsDon’t believe the hype

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CRM DeploymentFailure is a four part endeavour* Process

• Poor or insufficient definition of business requirements;

• Inadequate business process designs;

• The need to customize solutions to fit unique organizational

requirements.

Process

StrategyTechnology

People

CRM Deployment

• Slow user adoption;

• Lack of commitment from management;

• Inadequate attention paid to change management and training;

• Difficulties in aligning the organizational culture with new ways of

working.

People

• Lack of clearly defined objectives;

• Poor solution deployment practices;

• Insufficient solution governance practices.

Strategy

Technology

• Data problems;

• Functional shortfalls in vendor solutions;

• Lack of the required skill sets needed to implement the solution;

• System performance shortfalls;

• Poor usability.

*Forrester; How To Succeed With CRM: The Critical Success Factors

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Best Practices for CRM User Adoption

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Start With Accountability

1. Require a weekly report of activities to be submitted by users.

2. Have a weekly meeting reviewing the pipeline data in the CRM software.

3. Require all quotes to be generated from within the CRM software.

4. Remove access to all other systems except the CRM software.

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Perfection Comes With Patience

1. Don’t get consumed with every feature in the first release.

2. Set up a phased approach with benchmarks.

3. Evaluate effectiveness.

4. Create a knowledge base of wins and losses.

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Understand The Why

1. Why are you implementing a CRM?

2. Have your team involved in the selection process.

3. Set up clear objectives for functions by team.

4. Evaluate effectiveness.

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Who Is Your Internal Champion?

1. Establish an internal champion.

2. Enable this person.

3. Spread the word.

4. Commitment.

By the way…there must be commitment from the top of the organization for this to all work….

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Attitude Will Take You Everywhere

1. Attitude is crucial.

2. If it’s not in the CRM then it doesn’t exist.

3. Understand the Why

4. Who is your Internal Champion!?

5. Get everyone on the same page.

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Review

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QUESTION AND ANSWER SESSION

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CONTACT USWAYS TO GET HOLD OF US

OUR DETAILS5950 Canoga Avenue, Suite 615

Woodland Hills, CA 91367

Jesse: 818-280-4820

[email protected]

http://www.fayebsg.com

LinkedIn.com/company/faye-business-systems-group-inc.

Twitter.com/FBSG

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5 Best Practices for CRM User Adoption

Software

Transcript of 5 Best Practices for CRM User Adoption