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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! 

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  • 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!

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  • 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!

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  • 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