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Why No one Thinks CRM is for them Survey Results

Uncover which managers and employees are struggling to make the most of their company’s CRM investment according to Redspire’s latest survey.

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Why No one Thinks CRM is for them Survey Results

  1. 1. Why No One Thinks CRM is for Them: Survey Results... Uncoverwhich managers and employees are struggling to make the most of their company’s CRM investment according to Redspire’s latest survey. Perhaps we shouldn’t be surprised to discover that Sales is the department who uses CRM the most. But Sales Managers are also most dissatisfied with how many hours per day they spend doing tasks that they feel their CRM could automate for them – with a whopping… When asked… When asked… When asked… The two management roles that you would expect to have the clearest and fullest understanding of CRM, well, don’t, especially when compared to their assistants… Perhaps then it’s time for the student who uses CRM to become the mentor? The news gets grimmer for management. When asked… And again, it was management who felt that their CRM product had been so badly implemented that it would be better to replace it entirely: Ensure that your staff understand how to use your CRM system Ensure that your CRM system is fully optimised foryour needs An incorrectly implemented CRM system will lead to staff and management dissatisfaction Management clearly believes there are very real issues with optimisation and CRM understanding. Askyour CRM provider to train anyone who uses CRM and is found to be struggling – and to ensure that the company’s CRM platform is fully optimised. … want to junk their CRM platform and start over. … being wasted in their opinion. In otherwords, most of the time Sales spends working on its CRM platform is regarded as a drain on its valuable time. The survey also reveals that assistants are struggling with their CRM’s workload. … it was Sales who came out in pole position: Sales Managers 4.76 hours 4 hours 3.21 hours 4.55 hours 4.40 hours Sales Assistants Marketing Managers Marketing Assistants On average, how many hours a day do you spend working on your CRM system? “ “ Do you feel you could accomplish your job more efficiently with a better understanding of the CRM system and what it can do foryou? “ “ Do you feel the person/ people designing the CRM understood your role and what was important to you? “ “ Tough Sell? A Sting in the Stat? Assistance Needed for Assistants? Two Exceptions that Prove the Rule? Grim and Grimmer? Bin It? Takeaways The Lesson? The Solution … it was assistants who were clambering for more, ahem, assistance than managers: Admin Assistant 62.5% 43.9% Admin Manager 53.13% Sales Assistant 62.5% Operations Assistant 44.74% Sales Manager 50% Operations Manager Marketing Managers 63.16% 60.61% IT Managers 50% Marketing Assistants 54.55% IT Assistants … it was two of the most critical management roles who scored the highest dissatisfaction with a ‘No’ response: IT Managers 9% Marketing Managers 10% and most worryingly... Managing Directors… 14% Marketing Manager 57.89% Sales Manager 68.42% Alternatively, employ a CRM consultant to do the heavy-lifting foryou. Your call. 18 Do you feel you could accomplish your job more efficiently with a better understanding of the CRM system and what it can do foryou? What would you say is the main fault of your current CRM system? The three results show that the majority of employees require more guidance to make the most on their company’s CRM investment; the usability issue in particular is a telling example of the underlying problem. It’s an issue that’s oft-cited when discussing CRM – that a company doesn’t understand the full functionality of its platform and is in urgent need of further training. Deal with Departm Deal with CRM Yes No Would make no difference 53.50% 25.50% 21.00% Usability – system difficult to workwith Double up of admin OtherNot reliable/not real-time Reporting is not useful I don’t know 29.50% 22.00% 18.00% 10.25% 6.75% 13.50% Learn more For more information about how CRM is being embraced by business and who uses CRM most effectively, download Redspire’s Report: What people really think about CRM

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