You’ve launched your CRM and the excitement for the new system is starting to fade. The honeymoon phase is over…now what? In this episode, Jess and Doug dive into the challenges that arise after the initial excitement of a new CRM launch fades. The discussion highlights practical strategies for maintaining user engagement, optimizing CRM usage, and ensuring sustained effectiveness within the sales and marketing processes.
Audio:
Video:
Additional Resources
- [Blog] 22 Tips to Increase CRM Adoption
- [Blog] The Most Common & Costly Mistake Made With Sales Compensation
- [RevOps Show] Episode 107: From Excuses to Execution: 6 CRM Adoption Challenges and How to Solve Them
- [RevOps Show] Episode 35: Sales Compensation - How do You Want to Motivate Your Reps?
Show Notes:
Pre-Show Banter:
- It’s far too early for Doug and Jess to be recording, but don’t blame Jess. Scheduling lately has been chaos. The good news? She’s had her coffee.
- Fun Fact: Jess is a one-cup-only kind of gal.
- Doug was deep in the news (always risky) and apparently, Disney is opening a park in Abu Dhabi. Naturally, Jess has thoughts.
- While Jess is excited about the idea, she’d rather hit the parks in Paris or Japan first. Or better yet, just open another one in Florida. No passport required!
- Speaking of, Jess is finally getting hers replaced!
- Also on the theme park front: Jess has a bit of a love/hate relationship with Universal. Her oldest is obsessed with Harry Potter, but between Jess and her youngest, most of the rides are a no-go, so she’s torn between spending money to get into the park.
- While Jess is excited about the idea, she’d rather hit the parks in Paris or Japan first. Or better yet, just open another one in Florida. No passport required!
Main Discussion Points:
- The Adoption Zone
- This zone occurs between 90 days to 9 months after launch and focuses on achieving stability, integration, and ramping up usage.
- Leadership’s Role
- Leaders should visibly use the CRM and run coaching calls/pipeline reviews directly from the CRM.
- Communication Strategies
- A clear communication plan should be developed for updates and changes to the system.
- Rollouts should be aligned with the business cycle and processes.
- Companies should consider creating a CRM council with user representatives.
- User Experience
- Focus on keeping the user experience (UX) fresh, not just the user interface (UI).
- Introduce new features gradually to maintain excitement without overwhelming users.
- Gamification and Engagement
- Consider using gamification sparingly and tie it back to key business outcomes. Doug’s advice here is to consider non-monetary rewards. 👀
Jess’s Takeaways:
- The goal is not to have people excited or engaged in the CRM. The goal is to have them working through their process and just happen to be in the CRM.
- Make sure you have a communication strategy and align that with your rollouts and with what’s going on with your business.
- Leaders should be using the CRM. They should be using it visibly so users can see that.
- Pay attention to the adoption zone - achieving stability, the integration phase, and ramp.
Next Steps:
-
Follow Jess, Doug & Lift on socials for updates on the show or other insights:
-
Follow the show on Spotify & Apple Podcasts
-
Subscribe to The RevOps Show YouTube channel
-
Coming Soon Episode 118!