Thinking of implementing a CRM solution? Fantastic! CRM software can do wonders to increase productivity, sales, and improve customer relationships within your business.
To get started, we must share that implementing a CRM system can be a large task. You are changing the way all employees will perform day-to-day tasks, and are choosing a commitment to customer service. And while everyone goes in with the best of intentions, studies suggest that CRM initiatives can fail 20% – 70% of the time.
To help you succeed, we’ve rounded up the top 5 reasons why CRM implementations can fail, and how you can avoid these common pitfalls:
1. Insufficient Training
Don’t assume your team has the time or energy to learn a new CRM system on their own. Add training and support to your budget, and allow sufficient training time before the official roll-out. Proper training will ensure that any money spent on the system will not be wasted.
A good strategy is to train your managers early on, and then they can train other employees. Be sure to provide them with enough resources to train users thoroughly, and enough time to do it in.
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2. User Rejection
More than a software, CRM is a business strategy, and all employees must believe in it to succeed. They must understand how it helps them with their daily tasks, and the business as a whole. Upper management must be united in supporting and mandating the implementation with a positive attitude.
As with the adoption of any new system, there will be a few bumps along the way, and that may expose a few parties who are less committed to the new way of doing things. It is crucial that you get those parties on board too, because a CRM strategy only works if everyone is in it together.
Try reiterating the benefits of the new system, the company’s motivation behind choosing it, and be sure to provide adequate training so that they won’t feel frustrated. Before you know it, you’ll make it past those bumps and experience the real benefits of CRM!
3. Too Much Too Quickly
After spending time and money on a CRM implementation, some business owners may be tempted to eliminate software that was used beforehand and make a big push to use the new CRM system. However, too much change too quickly can leave your team confused, and customer service will ultimately suffer.
Instead, start by rolling out features that makes it easier and more satisfying for them to do their jobs. Replace cumbersome tasks and manual workarounds with system automation and they’ll start coming around to the new CRM system. Many CRM systems also include a series of integrations, so that their old software can connect to the new system. The easier it is for your staff and your customers, the more successful your CRM implementation will be for your company.
4. Choosing the Wrong CRM Software/Provider
Make sure you do your own research and choose a CRM software that fits best with your company, its goals, and your budget. Try to avoid choosing your CRM based on brand names, or which ones seem to be the most popular. Those are not guarantees that it will be the right fit for your business, and could be a very expensive mistake. It’s also important to verify that the software can easily handle changes in your business and changes in the number of users.
5. The Magic Bullet
CRM software is a tool, and its power lies in how you use it. Just like a wrench, if you purchase it and never use it, you will see no benefits. If you use it without training or knowledge of what you’re doing, you could do more harm than good. If you receive training, and plan projects to harness the capabilities of this tool, you can create something that would otherwise never be possible.
The act of purchasing CRM software will not alone serve as a magic bullet solution for all the problems within your business. To succeed, you must be committed to improving the way your business runs, and establishing company-wide dedication to customer service.
Accel Solutions Group is dedicated to making your CRM implementation a success. Whether you need custom development, implementation & training services, or data migration, we’ve got your back!