32%.
32% of French SMEs do not use CRM software*.
Many companies still use Excel, e-mail or shared files to manage their customer relations.
What about you?
*Independent.io, 2022
The use of a CRM represents a strategic challenge for acquiring and retaining new customers.
But many of the companies we work with tell us that they find it hard to get their teams to adopt their CRM solution.
Today, we're giving you 3 keys to initiating change management in your organization and optimizing the use of your CRM!
KEY No. 1 - Communicate internally
What do your employees gain from using your CRM? What does CRM do for them?
The effective use of CRM by your internal teams can bring many benefits to the company, such as time savings, better management of customer data, improved internal collaboration and increased sales. However, for internal teams to use CRM effectively, it is important that internal communication is optimized.
Internal communication is essential to raise awareness and overcome team resistance to CRM use.
Your teams may be reluctant to use a new tool if they don't understand how it can help them in their day-to-day work. By explaining the benefits of using CRM and showing how it can help them manage their work more effectively, usage can be greatly optimized.
At the same time, it's important to train teams on how to use the tool, and to communicate regularly on new CRM features and updates.
Last but not least, don't forget to have someone in the company who will be responsible for the tool, managing questions and helping employees to improve their skills. This person needs to have a good understanding of the business in order to understand the challenges faced by users, and the technical expertise to configure the CRM.
If you're looking to optimize the use of your CRM and benefit from all the advantages it can bring to your business, it can be useful to talk to an expert in the field. He or she will be able to help you raise awareness of CRM and train your staff, while guaranteeing ongoing technical support.
Click on the button below to discuss your CRM needs and see how we can help you maximize your return on investment.
KEY No. 2 - Gather feedback
It's the people who use your CRM on a daily basis who are best placed to identify the levers for optimizing your solution.
Get their testimonials!
Ask your sales people, your marketing teams, your Customer Success teams... all the regular users of your tool:
This information gathering will enable you to list the strengths of your CRM and the various optimizations to be implemented.
This will enable you to make better use of your CRM in a number of ways:
- Improved customer satisfaction Using the tool on a daily basis, your teams can identify how it can best meet your customers' needs.
- Optimizing productivity & reducing costs Feedback: you can use this feedback to identify the features that are slowing down your staff and consuming unnecessary resources. That way, you can devote more of your budget to CRM features that really help your teams!
- Innovation User feedback can help you identify market trends and your customers' future needs.
If your " user feedback" reveals more negative than positive points, it may be time to consider a change of CRM tool. To do so, discover our webinar with 5 questions to ask yourself in order to choose the right CRM!
KEY No. 3 - Get involved
The involvement of company management is essential to optimize the use of CRM by internal teams. It's important that you see CRM as an integral part of your company's strategy and not just as a tool used by your sales team.
To ensure that CRM is used effectively, you need to allocate a budget for deployment, implementation and user training. It's also important to anticipate the impact on users in terms of costs, processes and resources.
By measuring the impact on users, you can better understand the resources required for a successful CRM implementation.
It's essential to set aside an annual budget to ensure ongoing use of your CRM, as well as to enable your staff to be trained in the tool's new features. In this way, you can ensure regular, effective use of CRM.
If you'd like to find out more about optimizing the use of CRM in your company, download our free study featuring feedback from over 150 companies that have implemented a CRM project.
Click below to download the study now!
KEY No. 4: Expert advice
