HOW TO GET EMPLOYEES TO WORK IN THE CRM

The issue of staff motivation is extremely important in any business, since even the most progressive business model or technology cannot work without people! Not understanding the personal benefit of the introduction of innovations in the company and not knowing how the emergence of innovations will affect the further professional activity of the employees themselves, in most cases conscious or unconscious ignoring of innovations, sabotage and even aggressive resistance to innovation begins. And also do not forget flexible movers software.

Such situations are often faced by companies that have decided to implement a customer relationship management system, but do not know how to get employees to work in the CRM.

After implementing such systems, the management of the organization faces a number of problems, especially they arise with the personnel involved in sales. Employees resist change and don't bother at all to enter data into the program. Or they do it from time to time and without much effort, or they fill the gaps with incorrect and useless information for further analysis. Often, the main argument in their excuse from them can be heard the phrase: "I'm here to sell, not to do the writing! How to avoid such reactions and get maximum support from the staff when implementing CRM-systems? Here are the main points to which managers should pay attention before fully deploy a CRM-project.

If a person thinks the work is meaningless and such that will not give results, he will not show zeal in its implementation. Most sales managers perceive CRM as a waste of time or another tool for control and "tightening the screws". Or at all write off its implementation on the eccentricity of management and his desire to follow fashionable trends. In this case you can use several options to solve the problem:

• Involve sales staff in the early stages of selecting and setting up a CRM. You can jointly review the entire sales process from the first contact to the completion of the deal. Discuss the number and name of fields to be filled out and the form of reports, assess what features CRM will be useful to the company from the first day of implementation. Jointly develop personal KPIs.  If the staff was involved in decision-making, their suggestions were heard and appreciated. The implementation of the new system will be much faster and less painful.
• Presenting the staff CRM-system, you should first of all focus on the benefits of its implementation for everyone. Then denote new responsibilities associated with it;
• Emphasize and explain that the CRM learning will increase the income of each employee. The experience gained in the future will make them more valuable professionals in the labor market.

Each operation in the system should be built according to a reference process. Managers need to fill out only those fields that cannot be filled in automatically. Recall that modern CRM automatically registers new customers and collects contact information from public sources. Additionally implemented:

• Transfer of the existing customer base to the CRM-system in automatic mode. For this there are various integrations with other products, such as 1C.
• Setting up access rights for each employee, setting up displayed fields in sections.
• Integration with a mail server and IP telephony. Implementation will significantly facilitate the work of sales department employees and accelerate their work.
• Analysis of personal work indicators. Everyone should track their own KPIs, plan fulfillment and other indicators that affect the level of income.

Any innovation provokes resistance from the performers. It takes time to adapt, it is also possible to implement:

• Employee training schedule - the developer of the CRM solution provides courses and quickly teaches how to squeeze the most out of the system;
• Reward the most active employees. Demonstration of the success of managers, whose work has improved the CRM-system;
• the end date of the introductory period should be clearly stated, after this date, all employees must use the CRM-system in its entirety.

To increase the confidence of staff in the importance and necessity of using CRM, top management must be the first to connect at all stages of the project and in every way to demonstrate its importance to the company and for each individual employee.

An important point in motivating employees is their reward. And if all the previous items were not able to make the employee work in the CRM, then after the adaptation period should move on to drastic measures. Namely, when calculating the financial rewards do not include the percentage of the plan implementation sales, which are not reflected in the CRM. Nothing has such a motivating effect on people as a punishment "with rubles.