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What are your tips for great CRM adoption?

Jana Ferguson

In a recent webinar my teammate, Brie Rowe, and I shared our Top 5 Best Practices for CRM adoption. There were some great insights provided in the polls we launched to the audience during the webinar. If you’d like to check out the recording you can view it here: https://www.sugarcrm.com/resources/best-practices-crm-excellence/ 

Are there any tips you can share with other Club members on how you’ve driven adoption of CRM within your organization? If so, drop them in the comments below! 

  • Hi Jana!

    It's very useful (I'd argue critical) to enlist and grow a power-user within every team; peer insight and support goes a long way in getting others onboard.

    Also - and this comes from our "painful past" - just because you can build it, doesn't mean you should. Think about the end goal first and work backwards: what kinds of reporting are you wanting & who will be managing and owning the data? These are questions to be answered before building.

    Assigning ownership and accountability is critical to CRM success because it helps deliver integrity :)

  • Sugar Employee Badge in reply to Missy Brooks

    Hi ,

    Thanks so much for the input! Those are great insights & I totally agree. Studies have shown that people learn better from their peers than from formalized training. Those informal networks are so important. 

    Always keeping the end goal in mind is also a great tip. Once a system is "out in the wild" it can be easy for things to get out of hand as various teams begin making requests for things they think would be useful (fields, workflows, etc.)

    Thanks again!

    Jana 

    Director, Customer Enablement | SugarCRM

  • My biggest recommendation is: Give the end users a voice before, during and after the implementation.

    Involve users in the discovery, find out their current pain points, show them how those pain points can be addressed.
    Never lie, and never overpromise.

    Keep them up to date on what is happening, where the project stands. Have them test the system as you go.
    Pick a charismatic representative from the user base and leverage that charisma.

    And after go-live follow-up with your end users regularly, one on one or in what I call "group rant sessions" you'll be surprised the things that come out when they realize they CAN speak up!

  • Sugar Employee Badge in reply to Francesca Shiekh

    Hi Francesca, 

    That's great advice! I agree that it's so important to empower end users to share their perspective. The goal is for them to get the most from the tool and use it everyday, so their input is invaluable in ensuring the system & processes are set up in such a way that facilitates their regular use. 

    Thanks for sharing your perspective! 

    Jana

    Director, Customer Enablement | SugarCRM