5 Best Practices for CRM User Adoption

5 Best Practices for CRM User Adoption
Faye Business Systems Group
December 2014 | David Faye| david.faye@fayebsg.com

FayeBSG | www.FayeBSG.com | info@fayebsg.com | @FBSG
Welcome to the software you’ve always wanted…
AGENDAa brief introduction
Intro
FayeBSG Overview
Our Sugar Integrations
Why CRM Fails
Don’t believe the hype
Best Practices for CRM User Adoption
CRM Deployment
Accountability
Patience
Understand the Why
Internal Champion
Attitude
Q & A
Review
1

• 25+ Years of experience
• More than 400 clients
• SugarCRM Platinum Partner
• Additional Partnerships
with: Act-On, Sage ERP and
NetSuite
• In-house programming and
support team
• Offices in CA and NY
Intro
FayeBSG Overview
• Focus on CRM, Accounting,
ERP and Custom Solutions
• Hundreds of successful
accounting, ERP, and CRM
software implementations
and integrations
• Integrations for ERP,
Marketing Automation,
Cloud Storage, VOiP and
Project Management
2

FayeBSG Sugar Integrations and Products
What we made
Sugar Box
Integration
Sugar Constant
Contact Integration
Sugar QuickBooks
Integration
Sugar Intacct
Integration
Sugar JiRA
Integration
Sugar Sage
Integration
Sugar Authorize.Net
Integration
Sugar ShoreTel
Integration
Sugar NetSuite
Integration
Sugar Act-On
Integration
3

Why CRM Fails
Don’t believe the hype
4

CRM Deployment
Failure is a four part endeavour* Process
• Poor or insufficient definition of business requirements;
• Inadequate business process designs;
• The need to customize solutions to fit unique organizational
requirements.
Process
StrategyTechnology
People
CRM Deployment
• Slow user adoption;
• Lack of commitment from management;
• Inadequate attention paid to change management and training;
• Difficulties in aligning the organizational culture with new ways of
working.
People
• Lack of clearly defined objectives;
• Poor solution deployment practices;
• Insufficient solution governance practices.
Strategy
Technology
• Data problems;
• Functional shortfalls in vendor solutions;
• Lack of the required skill sets needed to implement the solution;
• System performance shortfalls;
• Poor usability.
*Forrester; How To Succeed With CRM: The Critical Success Factors
5

Best Practices for CRM User Adoption
6

Start With Accountability
1. Require a weekly report of activities to be submitted by users.
2. Have a weekly meeting reviewing the pipeline data in the CRM
software.
3. Require all quotes to be generated from within the CRM software.
4. Remove access to all other systems except the CRM software.
7

Perfection Comes With Patience
1. Don’t get consumed with every feature in the first release.
2. Set up a phased approach with benchmarks.
3. Evaluate effectiveness.
4. Create a knowledge base of wins and losses.
8

Understand The Why
1. Why are you implementing a CRM?
2. Have your team involved in the selection process.
3. Set up clear objectives for functions by team.
4. Evaluate effectiveness.
9

Who Is Your Internal Champion?
1. Establish an internal champion.
2. Enable this person.
3. Spread the word.
4. Commitment.
By the way…there must be commitment from the top of the organization
for this to all work….
10

Attitude Will Take You Everywhere
1. Attitude is crucial.
2. If it’s not in the CRM then it doesn’t exist.
3. Understand the Why
4. Who is your Internal Champion!?
5. Get everyone on the same page.
11

Review
12

QUESTION AND ANSWER SESSION
13

CONTACT USWAYS TO GET HOLD OF US
OUR DETAILS
5950 Canoga Avenue, Suite 615
Woodland Hills, CA 91367
Jesse: 818-280-4820
Jesse.heller@fayebsg.com
http://www.fayebsg.com
LinkedIn.com/company/faye-business-systems-group-inc.
Twitter.com/FBSG
14

5 Best Practices for CRM User Adoption

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Editor's Notes