best practices to improve crm user adoption€¦ · best practices to improve crm adoption •...
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Best practices to improve CRM user adoption Trevor Poapst, VP Marketing and SalesRiva CRM Integration
June 14, 2016
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Why is CRM important?
2016 We have entered the Age of the Customer. CRM is the key hub for your customer information.
91% Percentage of companies with more than 11 employees that now use a CRM. (BuyerZone)
$36.5B Gartner predicts CRM will be a $36.5B market by 2017, eclipsing worldwide ERP sales.
89% By 2016, 89% of companies will compete mostly on the basis of customer experience compared to 36% four years ago. (Gartner)
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Why CRM initiatives fail • 80% of senior executives say their biggest CRM challenge is
getting their staff to use the software.
• The perception that there is little value-add for salespeople.
• The CRM is complex, difficult to use, and requires multiple clicks to carry out simple tasks.
• Siloed data. 49% of companies said that CRM integration with other key technologies is a major or moderate challenge.
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How to improve CRM user adoption
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Best practices to improve CRM adoption
• Have fun. Stay positive. Create excitement. • Get your user involved right from the start. • Clearly communicate the benefits of CRM. • Train, train, train. • Tie compensation and KPIs to CRM usage. • Celebrate your success!
People
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Best practices to improve CRM adoption
• Write down your CRM strategy. • Configure the CRM so that it is aligned and integrated
with your sales, marketing, and service processes and tools. • Look for ways to simplify the user experience. • Create dashboards and reports to surface valuable insights. • Focus on data quality. • Go mobile
Process & Technology
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How Riva improves CRM user adoption
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The opportunity
27% Customer retention is improved by leveraging a CRM system by as much as 27%.
15% Mobile access to CRM can increase sales productivity by 15% and help reps achieve their sales quotas. (DefinityFirst)
29% CRM user adoption can increase sales by up to 29%, sales productivity by up to 34%, and forecast accuracy by up to 42%. (Salesforce)
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“A business absolutely devoted to service will have only one worry about profits. They will be embarrassingly large.”
– Henry Ford
Trevor Poapst VP Marketing and Sales Riva CRM [email protected]