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

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