Why do salespeople hate CRM - and how can we help them love it?
Experts explore why salespeople dislike CRM - and provide advice on how to get them to embrace it.
- A lack of IT/systems knowledge - “There are a lot of un-technical sales people out there, or not prepared to admit they don’t get it!” says Garman.
- Projects have been rolled out without consulting the users first - “CRM systems fail because the company has decided to invest in a new piece of technology (decision at Board meeting – ‘wouldn’t it be great to have a fantastic CRM system’) without engaging with the rest of the business.”
- Over-complicated systems - “If they have to go too far out of their way, different logon, different software, etc. then they just won’t use it.
Communicate clear objectives
Get buy-in from the sales team
Change mindsets by explaining putting CRM in context for salespeople
Demonstrate the ROI
Listen to feedback from your sales team
Ensure the management set an example
Keep CRM simple
Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 20 years, including Internet Works, CXO magazine and Business Management. He joined MyCustomer in 2007.