Setting up a new Customer Relationship Management system in your organization is an important step that should not be missed. The rate of adoption and use will determine your return on investment. Discover the 4 key phases that will allow your sales teams to adopt your new tool.
Adoption of Customer Relationship Management
- Use Customer Relationship Management
There is always some anxiety when launching a new CRM tool to your teams. The key in this phase is to get your teams a total commitment. Motivate them to connect, create shared folders, and communicate tricks to each other.
For most commercial and sales managers, starting to use a sales CRM tool is a major change that disrupts their habits. Therefore, you must do everything possible to get your teams to use it.
Collective emulation is very important for your CRM to be adopted and for everyone to feel confident in their first use.
Using a CRM as much as possible at launch will give you flexibility to update and reconfigure some of the issues that are causing problems for your teams. No use means no feedback and then therefore no improvement. Even if your teams do not like it at first, if they use it every day and adapt the tool to their needs, they will feel more and more comfortable and adoption will be easier .
- Be Insightful
Little by little, your teams will naturally be more comfortable with the use of CRM. You will therefore be in a position of developing and building perspectives.
For example, if your teams appreciate the use of real-time note-taking at a client meeting, organize coaching sessions on the benefits of taking note and how to improve it.
If your sales people see that you are taking CRM seriously, they will adopt it more naturally and you will have access to more and more diverse and varied data to develop your business. You will begin to discover the key activities that drive business success through your key performance indicators.
The most common for a sales activity are: the number of customer meetings, opportunities, phone appointments, closing…
The use of your CRM by your teams will allow you to collect this data and to pilot these indicators.
- Manage your key Performance Indicators
Once you have defined and gathered data related to your key performance indicators, you and your teams can focus on growing your business.
The indicators on which you need to focus will depend on your sales process.
Each step of the process must be accompanied by one or more metrics. Driving these metrics and setting quantified targets will allow your teams to know where they stand and what indicators they need to focus on to achieve their goals.
Effective steering of your indicators is a key to successful adoption. Indeed, a good implementation of these indicators will give your teams the opportunity to follow their evolution and to update them via the CRM.
- Maintain & Grow
Are you going to launch a product soon? Your new salespeople need training?
Implement a personalized coaching system, or team, so that each of your employees is operational on the missions to come. If your tool is already adopted by your teams, you are able to move on to the next step. An effective CRM adoption is an adoption that is sustainable.
The more your teams are trained and aware of CRM improvements, the better your adoption will be. The implementation of the previous steps also allows you to go faster in the adoption of the CRM by new salesmen. If you launch a new product, it will be easier to set goals and motivate your teams because your CRM will already be optimized and your performance indicators already defined.
Sales CRM tools like Sales force require significant investments in time and money.
A fast and qualitative adoption is therefore essential to your return on investment. The implementation of commercial challenges and gamification are mechanics that will boost the use and adoption of your CRM.
How to Increase Commercial Performance?
One of the determining factors in a company’s successful development is the performance of its sales force. There are several levers to increase this commercial performance: tools, processes, management and training.
The question is whether the existing training is sufficiently innovative to deal with customers who are increasingly educated about products. Indeed, customers expect the salesman to be a real expert they can trust, who knows their industry and who is able to solve their problem. But how do you make your salespeople become experts?
Discover four ideas that will increase your Business Performance.
- Educate your Salespeople on CRM issues
Your CRM is the memory of your company. It lists past customers, current customers, and prospects. But it only has interest if all users enrich it as it goes. It is therefore essential to train your teams to this tool indispensable to the smooth running of your business.
- Teach your Sales people to Work as a team
Some salespeople are afraid to work as a team. But your leads are certainly coming from different channels. Prospecting therefore becomes a team effort.
Facilitate information sharing through a collaborative platform like that developed by Incentive.
- Plunge them into the heart of Automation Marketing
To be able to convince a client, it must be educated. And it goes through your content.
Thanks to the good media distributed in the right places, the customer will come to pick you up.
Once the customer is present, you simply feed it regularly to bring it to the sale.
- Teach them to be Curious
It is essential that your sales representatives know your competitors, their strengths and weaknesses perfectly, in order to bring the right argument to your customers.
The more your salespeople will be curious, the more they will be able to establish a relationship of trust based on their expertise.