Do you have problems with CRM adoption? This presentation is a quick guide, with a associated webcast, that discuss the issues with users and how to get greater acceptance.

1. Why Rob? Why?
Achieving adoption of your CRM
by the Sales Organization

2. What We’ll Cover
• Why do people fail to use the CRM?
• What’s wrong with your CRM or Process?
• What problems does this create for you
company?
• Ok great, so, how do we fix this?

3. Rob’s Day
1 update per day on social media
2 customer meetings to attend
4 deals to close
5 deals to develop
10 companies to prospect
15 internal requests via e-mail(6 from marketing driving event attendance, 6 from management requesting
status updates of some kind, 3 he doesn’t even get round to reading)
 20 inbound instant messages
 30 minutes sitting in traffic
 Not to mention:
 Take kids to school
 Make lunch
 Clean dishes
 Coach basketball
 Pick kids up
 Take customer to lunch
 Maybe sleep?

4. Let’s demonstrate the first 5
minutes of his day…

5. Why people fail to use CRM
Adoption issues:
•CRM is Big Brother
•Don’t fully understand functionality
-how it works-
•Forced upon them
•Don’t see value

6. User Adoption & Proficiency
User
Proficiency
Time
Learning Curve Forgetting Curve
Project Phase Sustainment Phase
“40% of executives worry that their organizations will not keep pace with
technology change and lose their competitive edge”
Quantifiable value of
Increasing and
maintaining User adoption
and proficiency
throughout the application
lifecycle
McKinsey study 2013

7. Why people fail to use CRM
People issues:
•Lazy people…yeah, that’s you.
•Forgetful
•Procrastinate
•Takes too much time

8. What’s wrong with your CRM?
Data:
•Wrong data
•Unable to find information
•Duplicate
-Rob true story: “I previously tried to
get into find contacts to prospect
to but the contact information is
not up to date anyway”

9. What’s wrong with your CRM?
Tool:
•Not a business fit
•Ease and speed of access
•Nobody leading by example
•Your reps trying to game the system and meet stats
•No secondary checks
•Rep enters fictional call data to hit numbers

10. Problems it causes
• Duplicate contact information
• Bad data
• Lost activities and tasks
• Impossible to know where deals are in the pipeline
• Accurate forecasting is nothing but a great dream

11. Ok, great, how do we fix it?
Keep in mind:
• CRM systems are very user centric and driven by those
who use it.
• Explain concepts and importance of CRM.
• Show them why using the CRM will benefit their daily
lives and checkbook.
• Automated entry like CPQ.

12. • Give users expert help in their moment of need and push
the right content at the right time.
• Easily share best practices, hints & tips when it’s most
appropriate.
• Put content in context of the users situation –
Significantly reduces the need to waste time searching
for information.

13. • Alert users what’s new, explain in context, how and why
something is important.
• Share examples on how to get things done right, the first
time.
• Demonstrate how management is using the tool.

14. We covered!
• Why people fail to use the CRM
• What’s wrong with your CRM or Process
• What problems can it create for you company
• Ok, great, how do we fix this?

15. Who we are!
Lanshore is a dynamic solutions organization that provides Sales
Performance Management Services, CRM Management applications,
and Maintenance.
We specialize in SPM and CRM data applications, focusing on
optimizing your existing CRM investment, by either improving the ramp
up process of your sales force through ImprovedApps, or "cleaning"
your old or inaccurate data (that slows down productivity and can hurt
your sales efforts) with Lanshore's CRM Cleansing App.

16. If you liked what you saw as a Salesforce user, specially
the NoticeBoard and ImprovedHelp, we are the reseller
for ImprovedApps in the Americas.
Visit us at www.lanshore.com to find out more.
For Sale: Parachute. Used once, never opened, small
stain.