If Your Salespeople Hate CRM, Here Are Some Implementation Tips! -

The unfortunate fact is that a large majority of CRM implementations fail. Even a substantial percentage of those that have been deemed to be successful, are probably failing (you will need to look below the surface). A large part of this is due to HATE.

In this series of articles, we’ll explore the many reasons why salespeople seem, almost universally, to HATE CRM. This phenomenon will be particularly acute for salespeople who’s earnings are largely based on making sales. Commission based, vs. salaried, reps.

This is pretty easy to understand if your perception is that CRM will, at best, inhibit your selling. Perception is a key in all of this and whether or not that perception is well-founded or not is largely irrelevant. If it exists, you will have to deal with it.

Our first article explored why salespeople hate CRM . Our previous article discussed how CRM can increase your sales. Onto …

What you can do to ensure a successful implementation

Ultimately, a successful implementation will be ensured through proper planning. The first steps are the most critical as they will lay the foundation for what follows. Start with this …

Pull together a design team that represents primary user roles. These are the business process owners and they represent the end users.

Project Lead – Primary contact for all project activity. Responsible for maintaining effective communication between users and consultant, scheduling and directing client subject matter experts, and ensuring smooth project progress.
Subject Matter Experts – Team members with comprehensive understanding of requirements
Executive Sponsor – Ultimate decision maker for all project decisions
Technical Lead – Responsible for data and system related tasks

An Implementation Workshop addressing the following should be performed to define how Nimble will be set up and configured for your business

Project Goals and Objectives
Standard and Custom Fields
Usage Protocols
Sales, Marketing, and Business Processes to be supported
Tracking and Reporting requirements
Integrations
Training Plan
Project Management

When meeting with all stakeholders …

Actively listen and participate
Accept that some questions will need to be put into a “parking lot” for research and follow up, or to be addressed in a future phase
Understand that the configuration defined during the Workshop is not “set in stone”
Ask questions if unclear
Carry workshop messages back to peers/colleagues
Decisions and discussions will be documented

Dealing with CRM pushback

Salespeople are, of course, major CRM stakeholders and they will have very strong opinions. Whether or not they are willing to share those with you, without some gentle coaxing, remains to be seen. You will likely have to dig deep.

I have personally seen many sales teams who will nod their collective heads in agreement when they are actually formulating how best to avoid the inevitable. They need to be assured that their input is not only valuable, but it will also be instrumental in determining the best paths forward.

This may be more challenging with existing high performing reps than it will be with lower performing ones. Regardless, your goal and their goals should be the same. Whatever your sales levels are, we want to help you to increase those.

Top reps may argue that what they are doing works and, if it ain’t broke, don’t fix it. They may even be satisfied with their current level of performance and this might be due to one or more cushy accounts that will deliver reliable repeat business … until they don’t. Now what? You will want to …

Make them a part of the process
Uncover and address their concerns before committing
Find out what they want CRM to do for them
Point to selling success examples, where possible, due to CRM usage
Sell the benefits
Secure their buy-in
Provide proper training

Would you like to learn more about the CRM that was built for salespeople who hate CRM? We are Solution Partners for Nimble CRM and we even offer a full course on how to implement and use Nimble. See it here and watch the first lesson for free!

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Craig M. Jamieson

Managing Member at Adaptive Business Services

Craig M. Jamieson is a lifelong B2B salesperson, manager, owner, and a networking enthusiast. Adaptive Business Services provides solutions related to the sales professional. We are a Nimble CRM Solution Partner. Craig also conducts training and workshops primarily in social selling and communication skills. Craig is also the author of "The Small Business' Guide to Social CRM", now available on Amazon!