CRM software can provide a powerful lift for your small business. Used correctly, you can build highly useful contact profiles and shine a light on the contacts who need your attention right now.
The true power of a CRM for a small business comes when the whole team is on board and using it every day. This is because each person at your company may have interactions with and insight into your contacts. If everyone is not using the CRM, you will be stuck with information gaps.
Excuses, excuses, excuses
The sad truth is, it’s often hard to get a whole group of people actively using your CRM software. There are a variety of excuses. These include, “I don’t have time”, “I don’t want to learn a new tool”, and “I’m too important.”
If your job is to get everyone using the CRM, you will need to figure out what everyone’s excuses are and then find answers for them. Once you remove the excuses, you can move forward toward more organization, collaboration, and productivity.
Don’t dismiss excuses. Work to resolve them.
A classic excuse is the old sales rep standby, “I don’t have time to enter details into the CRM because I am too busy booking sales.” Well, yeah, that is a nice problem to have. But you can’t just dismiss this kind of excuse out of hand. The fact is, you should respect the time of your sales reps (and everyone else, too). So, to resolve this excuse, you need to make sure that what you ask them to do in the CRM software is simple and fits into their natural workflow.
Respect the Workflow
Don’t try to reinvent the wheel with your CRM software. Everyone at your business is already in the habit of working a certain way. Yes, maybe some of those habits need to change to improve productivity. But overall, you already have a system that is working for people. Your CRM software, then, needs to fit within this current system, not upend it all at once.
Don’t disrupt the routine when it’s working.
Take time to interview each of the different people who need to be using the CRM. Find out what they are currently doing and think through how that would work in the CRM software. Then, develop a workflow within the software that mirrors their current workflow, perhaps with a few minor improvements. For instance, if someone is in the habit of writing down notes from a meeting immediately afterward, make sure there is an easy way for them to do this directly in the CRM.
Team members may already be very comfortable working in other tools throughout the day. A sales rep may do the majority of her communications via email. Look for options that let her keep doing this. In Batchbook, for example, you can set up a special email address that will let her forward in emails without leaving her email inbox.
Win Them Over to the Benefits of CRM Software
After you do the groundwork of eliminating excuses and setting up a matching or complimentary workflow in the CRM software, you may still have just a bit more work to do to get complete buy in from your whole team.
Help each team member discover the benefits of using the CRM software
CRM software has sometimes been thought of as a manager’s tool. And if you use it for onerous things like tracking quotas, demanding constant reports, and micro-managing, you are going to have a struggle on your hands. But modern CRMs aren’t all about management. A CRM like Batchbook is about helping a team collaborate more efficiently and build stronger contact relationships.
Your job, should you choose to accept it, is to discover the benefits for each of your team members and then sell them on it. When they directly benefit, you will get the buy in you need.
Your CRM should benefit each team member in some way. Here are some examples of benefits to look for:
- Saves me time on data entry
- Makes me look smarter because I have a full history for the contact
- Decreases the amount of work I need to do to turn a “yes” into a contract
- Lets me take the contact data we already have in the CRM and use it in the accounting software
- Improves my close ratio
When the whole team is working together in the CRM, everyone benefits. Collaboration is easier and you will have a better flow from lead to sale to delivery to follow up. That is a huge benefit! But first, you need to discover the individual benefits that will get each person on your team using the CRM software every day.
Hopefully these tips will help you get your team using your CRM. Let me know if you have any other tips for increasing buy in. And don’t forget, Batchbook offers unlimited users on every plan so you can get everyone involved with no extra cost!