What are the key strategies to ensure user adoption of a new CRM system?

The key to getting your team adoption with a new CRM system is understanding what they need. Ask yourself, how can this system make things easier for them? Once you've figured that out, tailor the system to meet these needs. It's like solving a puzzle. Next, you've got to train your team. And not just a brief overview, but a thorough, hands-on training session. Communication is crucial too. Keep everyone in the loop about why you're switching systems, how it'll benefit them, and what's expected. Lastly, encourage feedback. It's like having a conversation - you want to hear their thoughts and experiences. This will help you fine-tune the system and address any issues.

In my experience, having managed large CRM implementations with hundreds of thousands of users, there are two key success factors (and, by the way, they are not unique to CRM only): - Full business participation, at the executive level, in the project. That will ensure the business alignment, proper training, etc., but most importantly, will make the business leaders see the CRM system as "their product", as opposed to something imposed from outside. - The standard change management methodology (unfreeze - change - freeze), which entails many steps referred to individually in many articles (communication, training, support, recognition, etc.). In a nutshell, this is what is needed. As epic as it sounds, it is achievable.

For this to work, it needs an executive sponsor who will be vocal. It should not be just middle management. If the sponsor can do a quick one minute video of our goal, why we are doing this, etc, it would bring tremendous value.

It's pretty simple: 1. Client onboarding with the ERP system. 2. Training and Knowledge articles. 3. Identify customer champions and assignment of roles. 4. Building a RACI Matrix for implemention and maintanence. 5. Quarterly health check by the CSM of the vendor company.

Desarrollar una estrategia de CRM constante que nos permita conocer al cliente y su evolución de manera que se activen alertas en cambios de tendencias claves. De esta manera poder reaccionar de inmediato y anticiparnos a reconducir decisiones que se traduzcan en un freno a la fuga del cliente. Ante una reacción rápida, el cliente lo puede percibir como algo proactivo en lugar de reactivo. Anticipación es la clave.

- Getting the users to align to the need and business objectives of implementating the CRM. - Identifying areas / reasons of resistance to adoption and eliminating those reasons.

If you can identify the problem statements, it’s easy to get the answers to those, because that’s what the CRM is trying to solve for you. This list should be provided at the start of every training, and even in the training invites to encourage people to attend. Identify SMEs or “champions” that will help encourage their colleagues to attend the trainings or review resources.

The most effective way you can communicate benefits is not just tell employees about it but let them see, experience and design what the new system would look like. I find running short workshops for everyone gets them excited, gets them thinking about the possibilities and sets expectations and puts them in a constructive mindset to adopt the changes. Two additional outcomes I've seen with using the workshop approach people feel comfortable asking questions and some great ideas for post implementation tweaks have been developed.

In my experience, optimal training sessions utilize real production data and conclude by implementing targeted campaigns. Hands-on exercises throughout the training, progressively increasing in complexity enhance user confidence too. An often underestimated element is a robust data dictionary. Users frequently encounter new data types or terminology in their CRM, and providing easily accessible, clear definitions aids in adoption. Utilizing in-app help features such as interactive question is one of the most effective methods for storing these definitions. Additionally, I advocate for post-training 'office hour' sessions, creating opportunities for users to seek assistance and learn simultaneously

In my experience using multiple CRM platforms having interactive guides that allow the individual to walk through the process is invaluable. You can also take it one step further to have manuals that are easily searchable making it so when an individual is trying to problem solve they are able to search their exact step they are stuck in instead of having to scroll through an entire manual. I also have experienced routine training that covers the basics allowing experienced users to re-learn how to efficiently use the CRM with any updates that have been made. Many experience users are afraid to ask questions when the CRM is updated and they are unsure of how to complete routine tasks, workshops reviewing this eases their fears.

I’ll add this should not be a one-time training. Trainings should be conducted regularly. Perhaps a monthly “tips and tricks” or newsletter sent out. Quarterly training sessions on various topics. Create one-pager guides that are easily accessible. Create short walkthrough videos.

Provide adequate training per profile. The "one-size-fits-all" training is thoroughly inadequate and wasteful. DAPs are an absolute must as you can preload training steps per the user's role

Ensuring that the transition is as smooth as possible is important and all about the planning. Take the time necessary to communicate the steps to your team and try to get engaged employees to pay attention during training and support. You’ll always get push back but focus on getting buy in for the new software solutions.

Some users prefer to not be in the spotlight as well, so also consider more private ways of requesting feedback and input. In addition, if there are items that were put into the “parking lot,” ensure those are summarized and sent out to the team, then ensure those are followed through and answered.

When working as a CSM for vendors providing CRM systems I used a variety of ways to recognise top users. Here are some of them that were efficient and easy to implement: - Telling them they are standing out from the crowd - Mentioning their achievements to their management as part of first slides of QBRs - Inviting them to share their success stories which would get published and they could use to raise your profile - Inviting them to be co-speakers at corporate events - Giving Linkedin badges or recommendations

Not all users learn or want rewards the same way. Some want to be acknowledged, while some want to win in the background. For a successful adoption strategy, you must consider the personalities of the team and accommodate. If you’re offering a large group training, consider opening up office hours and/or sending individual surveys asking how things are going and if there are outstanding questions.