User Adoption: The Daily Struggle

How to increase User Adoption of your CRM platform? Remember everyone struggles with this regardless of what industry they are in or what platform they choose.

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The biggest struggle any company with a CRM platform has is boosting and maintaining User Adoption. However long it has been since you implemented your CRM platform user adoption will always be an issue. With a platform like Salesforce it can be a daily struggle for any Administrator to keep User Adoption up since they regularly upgrade Salesforce 3 times a year. Some releases are bug fixes but majority of them introduce new services or products and as well as upgrading and improving current ones. With a company like Salesforce that regularly upgrades and fixes their own instances for all of their customers at once Admins for smaller companies may struggle to keep their users up to date. Not every user is tech savvy or a quick study.

I find that as an Administrator I struggle with keeping up user morale and convincing my users that Salesforce is a good system. It gives you a 360 view of your customer relationship regardless of what industry you are in. How do you convince a group of users that a system like Salesforce is worth investing their time and energy in? Salesforce is good for making things simple. I find as an administrator it’s my job to translate the complexity of the system into simple easy to understand steps. Training, training and more training is what will boost user adoption. A companies Salesforce team cannot expect that once they train their users that the buck ends there. Most companies have multiple programs to run their businesses and not everyone will remember what was trained during their initial days on the job. Refresher training is a must! Small power sessions I find are the most useful. When you get a couple of users from different departments together in a mini session you get better feedback.

I also believe it is the Administrators job to not only know the system inside and out but they should know their business. You can expect your users to get the most out of their CRM system as it stands out of the box. It has to be molded to their industry, to their business styles and processes built to make the users jobs easier and more efficient. An administrator and developer cannot expect a company to get the most out of their platform if they lack the business knowledge to translate their needs to the system. If those in charge of a platform do not understand their users how can they expect their users to understand their system?

Salesforce has quite a few tools to help boost user adoption. They suggest metrics to help boost adoption by reporting and measuring who is actually logging into the system and using it. I find that the rewards and badges they have created under Chatter works wonders. My company boosts different locations so not all employees work face to face. We find that Chatter allows us to connect socially and professionally. We share company events and good news via chatter but we also reward each other for jobs well done. This has boosted morale across the board as well as adoption. As users get better acquainted with Chatter and seeing their fellow team mates using it they start exploring the possibilities more. Another way you can boost adoption is showing your users how the system can save time and building processes that stream line data for them. Salesforce has plenty of ways to automate services as well as saving time when it comes to reporting that may be used weekly, monthly, and annually which can be set up automatically to run on a clocked basis.

Regardless of how many users you have or how intricate your build your platform it is always a good idea to stay organized. It allows you to keep track of training users across the board as well as planning for upgrades which Salesforce schedules and announces at least a month before it is due to launch. It is always a good idea to have a communication plan to keep your users informed of any changes that may be coming including any training you may be putting together. Keeping your users in the loop and even encourage suggestions they believe could improve their job and experience. This will get them into the CRM conversation and forces them to really take a look at the platform and see the potential it has and not just another burden or task to complete.

Of course as the CRM Administrator I believe my first priority is to be positive and encourage my users to believe in our platform. I am here to encourage my users to use the system. I prefer to call myself a Chatter Cheerleader and Salesforce Supporter. If I am not using the system to the fullest then my users will not either.

Related Articles:

https://help.salesforce.com/HTViewSolution?id=000025306&language=en_US

http://www.cirrusinsight.com/salesforce-user-adoption

http://www.bluewolf.com/blog/7-secrets-drive-salesforce-adoption

https://blog.internetcreations.com/2013/03/6-ways-to-increase-salesforce-user-adoption/

http://cloud4good.com/how-to-increase-user-adoption/

http://www.mansasys.com/salesforce-user-adoption

http://blogs.perficient.com/salesforce/tag/user-adoption/

CRM; what is Customer Relationship Management?

A CRM or Customer Relationship Management is basically a system for managing a company’s activities and data with current and new clients or customers. Usually the system used will organize the customer’s data, track communications, evaluate revenue deals while also tracking sales and marketing and even support services. A good CRM helps keep the data up-to-date and has extensive reporting capabilities.

So why is CRM important? It is DATA! Data is pertinent to the well-being of your company for one. Data is always important. If you have a sales focused company then a CRM will keep track of current and future deals but also give you forecasting for future goals as well as historical tracking and data stats to see where you can improve. It teaches you and houses your important data so of course it is important!

Social Media has revolutionized how we work professionally and how we receive information personally. A good CRM program will have adopted a form of social media to aid in user adoption but also to promote internal communication and information sharing.

Data makes the world go round. Data is not something you ignore or disregard. Data is precious and should be handled with care. Good clean data cane make or break your company. Collecting your data into the right CRM and making it accessible through a cloud option could free up time and save money for your company in the long run.

These are just a few reasons why I like CRM’s. I am slightly biased as to which one I think is the best of course. My CRM is constantly growing, learning, educating and reading outside the box. No one program is perfect but if you want a user friendly system that takes some of the best features of social media and encourages constructive feedback then you may want to consider Salesforce.com. They are one of the largest growing cloud CRMS in the business. Their entire community is user friendly and more than happy to welcome you in. Do not just take my word for it, remember I did say I am slightly biased.

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