Early user involvement in any new system dramatically increases the overall success, none more so than with CRM.  Get key user feedback early on in the process by involving them in some of the requirements meetings and turning a few of them into power users who support the main role out.  Picking on the most successful sales people usually does the trick.  For one thing, they like the idea of having a system that easily shows others how well they are doing.  Furthermore, making them one of the people other sales people go to when have questions about the new system provides added stardom and recognition to management.

Another easy thing to do is provide a button on your CRM solution that allows for easy feedback of bugs, and enhancement ideas.  People want to be part of creating something new for their company.  Find a way to let them.

Tags: CRM Basics

How would you like to reduce the number of clicks a rep does during the day by 25%. That can equate to 100 or more clicks in just a day. It is a huge productivity gain for both neophytes and expert users.

Key words/drop-down phrases are the answer. They are easy to setup, dramatically reduce the amount of typing a rep has to do, and enforces consistency. It allows a rep to use two clicks to enter a full phrase or word. Therefore, unless the word they wanted to use had only one letter they are ahead of the game. As a byproduct, it allows you to enforce consistency for reporting and analysis. You do not have to worry about people entering things all different ways.

In the end, you want reps to quickly record the information and move on. Drop-down key words and phrases allow you to provide that. Many CRM solutions have this available. You just need to ensure they are turned on, have the right information and show the reps how easy it is to use. Imagine 100 less clicks each day, 2100 a month, 25,200 a year, all per person. Worth the effort to put in place? I think so.

Example of drop-down key phrases:

Double click to enlarge

Example of drop-down words:

Double click to enlarge

Tags: crm, crm productivity

I have always believed the key to success with CRM lies in the training and follow-up support you give your reps. Yes, it is important to deliver a tool that is easy to use, has features that help increase productivity and integrated business processes that reps and support people need to do their jobs. However, without providing the right training and a place they can go to get questions answered you will fight a losing battle. The first 30 days will determine the success or failure of your CRM solution. It is during this time opinions are formed, and stances taken. The mob will be forming for better or worse. Whether you have the perfect system or not with training and support, you can overcome most of the problems. You want to overcome the usage of the system very quickly. It is easy to fix features and functions in the solution. A bad perception of use is not.

The best training you can provide is scenario based. How do you see a rep using the system from the time he starts his/her day. How does he use the system when he gets a new lead? This really helps put context around the new solution. People like routines they can follow.

You only retain about 25% of classroom training. Therefore, it is important to schedule 4 weekly 1 hour sessions where users can log in and ask questions that they have from the week. You should schedule these sessions for the first month. I would also add in advanced topics and shortcuts in weeks 3 and 4.

Doing remote follow-up training is very inexpensive and easy to accomplish. It could literally be the difference between success or failure.

Tags: Add new tag, CRM Basics, Training