Why CRM Fails?
59% of CRM Implementations fails because of Low user adoption.
No one likes change, especially when you introduce something which is going to track
every activity of everybody. its obvious that people don't like it.
Low User Adoption
59% Management Drive
Most ignored reason…
Why User adoption gets least attention.
When going for CRM, everybody in organisation is excited with features of software,
technology, scalability, mobility, security etc. Nobody thinks seriously of user adoption.
In fact you cannot implement CRM without help of HR Team.
How to solve this ?
Increasing User adoption.
More often than not People problems are most difﬁcult problems to solve. So don't look
for the solution in Technology alone, it will not help. You need a 360 degree solution.
Following slides explore various solutions.
let users know their beneﬁts.
Most of time we take it for granted that user knows everything.
Most of the time, employees see CRM as a reporting tool deployed by Bosses to
monitor and track them. No wonder they don't like it. The beneﬁts needs to be
explained to all concerned.
Make it Easy.
Sometimes CRM is more difﬁcult than make actual Sales.
Many organisations try to make CRM as difﬁcult as it can get. Employees have to go
out of the way just for reporting in CRM. Keep minimum ﬁelds as “required”, don't keep
unnecessary authorisations. Avoid extra security at least in beginning.
Plan phase wise
Using 80/20 rule always help.
Its a great idea to plan implementation phase wise. Not department wise, but phase
wise, eg: In ﬁrst three months just get 100% complete KYC details, or for Sales teams
just get leads/opportunities listed
Don’t just plan, do it
Planning (alone) does not help.
Its a 4 step process. Regular data quality checks and feedback is required from your
team. In case they are doing something wrong, then correct it.
Bosses don’t change !!!
Most of the companies have their reporting formats in Excel. Even if staff is using CRM,
boss insists on getting reports in Excel, its difﬁcult. If bosses insist on seeing reports in
CRM, then people will have to use it.
Do you think your Team can learn CRM without being taught? Just create a list of 20
basic features and best practices and check how many of your users know this ?
(We have this list ready, call us for it)
Do you train all users ?
Thinking of training only 1 person then he will train others ?
We were 4 kids, still my dad educated us all ? Just understand that your organisation is
not that of Trainers, so please train all (at least 60% should be trained properly)
No Proxies Please.
Data Entry Operators for CRM ?
This is the biggest mistake any company can make. CRM is always meant to be used
by the person who is handing the process. If it sounds too much, either change the
process or change the team.
is to have a best CRM
help them help you.
Visit our site for more information on CRM and how we can help