Getting Users to Adopt CRM

by Robert
(Greenville)

Mike,

I'm facing a big problem in my company. We invested in software vendor removed a year and a half ago and since that time the enthusiasm for it has continued to decline.

We asked everyone what things they wanted the software to do, but now they are saying it's too slow or it doesn't work the way the thought it would. Can you discuss this problem more on your site?

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Mike's Response:

Robert, I do have an area under Change Management that focuses on this problem. I'm still working on content for it, so please be patient. It's coming.

In the interim, here is the problem you face. It sounds like you began by surveying your employees for features they thought would be cool. But inevitably, what's cool for one is a burden for another when viewed in the narrow confines of a cubicle.

Our process deals with this up front. We realize that you can't force change down someone's throat. They will reflexively....well, you know.

A better approach is to let your employees know that change is coming and that it will be about how you service your customers, putting them first. And then build a cross-functional team of key players (managers and workers) from each front office / customer facing department.

Tell them the goal of theses sessions are to find ways to benefit the customer which will in turn benefit the company. Keeping this rule at the forefront of any debate will help eliminate turf battles where someone is protecting something that doesn't conform to this rule.

Suddenly, managers and worker bees all begin to see that the changes that are coming were designed by them, and help the business. Their support for these initiatives will be seen by others and push back should be contained. At this point, your folks will see what they are doing as a customer thing, and not a "what am I doing inside my cubicle" thing.

Hope that helps.

Mike Boysen - Effective CRM