How to Ensure the CRM is Used?

Why Systems are Bypassed

Not out of defiance. But because the old way is faster. If someone finds a contact in Outlook in five seconds and in the CRM in thirty, they will use Outlook – no instruction changes that.

What Creates Acceptance

Time savings on the first day. If the system can do something that was previously cumbersome – such as displaying all customer information at a glance before a call – the decision is made.

Few mandatory fields. Each additional one lowers the data entry rate.

Benefits for the data entry personnel. A system that only generates reports for management is perceived as control. One that takes over personal follow-ups is seen as assistance.

Early involvement. Those who were allowed to contribute to the design defend the outcome.

What Does Not Work

• Training without real benefits in daily tasks
• Instructions without removing the barrier
• Metrics on the data entry rate of individual persons – this creates fake data, not real

The Honest Test After Eight Weeks

How many processes are actually running through the system? This number is more telling than any feedback in a meeting. If it is low, the issue lies with the system, not the people.

Effective Training

Short, on the real system, with real data, in small groups – and a recording for new employees. No presentation on features.