We have been seeing the companies in present days willing to implement a Customer Relationship Management (CRM) solution as a top priority, which helps their sales force streamlining. Companies want to have the latest technology based online CRM for their sales processes and improving customer experience. Online sales CRM for the salespeople is useful in mobility, sales automation and analytics, which helps in accelerating their sales cycle to have more opportunities in their sales funnel for the sales closure.But the failure is noticed – proactively alarming the company, on the online sales CRM Software which will not be properly utilized by sales people.
Adoption or lack of using of the CRM by the Users – Affecting the success of CRM
Salespeople adapt the technology based CRM which will determine the success of the CRM software and see the company progress. Majority of the companies have failed in CRM solution implementation. When we cite the failure of CRM, let’s focus on the hesitation of user adoption. What has been noticed in the sales team, CRM solution failure is due to less usage or lack of usage. Moreover the adoption of CRM by salespeople is motivated purely of self-interest or selfishness.
Companies focus is how to bring changes in the company with the online CRM software, which can help the sales team using the new technology CRM for their self productivity and streamlining the sales process.
It’s a challenge for the companies to measure a CRM adoption by the sales team. But the Sales force automation software has various metrics, which helps to track sales people; managing short or longer term leads have been attended and follow up is done on a regular basis. If salespeople actively start using the CRM then it is easily observable the progress of the leads and prospects and avoid the struggle of searching the status of the prospects.
Sales people who have been working in old traditional methods for a long time and expecting them to switch over to a latest technology based CRM, which is difficult but it is not impossible to use. They are getting trained well on the sales CRM and it has to be easily operable anywhere, anytime.
Flaws can be seen by the Salespeople by not using CRM. Company is unable to have the real-time data and the visit or meeting is done with the client as per the scheduled date. Moreover the training or coaching to the salespeople by the sales head has been fulfilled or not – tracking is difficult.
Because of this, it is found that salesperson’s low or no productivity or no improvement in their prospects. They do not put data properly or it is incomplete or inaccurate data into the CRM. Avoid to login into the CRM or infrequent logins, which has been noticed by the leads or prospects slow progress.
Leads assigned and reaching out the customers is not done in time, because of non usage of mobile CRM by salespeople. When they are on the field, a mobile CRM app is very useful to check leads and prospects tracking activities. They would have attended the leads but not updated the feedback notes into the task activity. Hence, their productivity of a salesperson cannot be measured.
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Overcoming the excessive manual data entry
Companies concerned with implementing the CRM software are a salesperson or back-end team or customer service executive will spend too much time on manual data entry. Likewise existing loyal customers, products and leads database feeding one by one data in the online CRM will take a long time. To avoid this, SalesBabu CRM is helping to upload the data in one go with a data uploading template in excel format. Company has to provide the data to the sales person or back-end team in the excel spreadsheet, which has been copy-pasted into the uploading template. This will reduce a lot of time and accuracy of the data is available in the CRM in real-time.
Once the upload is done, relevant leads can be assigned to the sales people to do follow ups. Moreover stages of the prospect can be managed and salespeople can have their sales pipeline right in front of the screen. This will avoid filling the manual data, which is extensive information into the excel and making day to day changes. Also the regular follow up activities updating is made easy with the CRM. In real time a sales team head can have the scheduled meetings aligned by the salesperson for a day. Salesperson’s daily basis manual data entry reporting workload is reduced by the sales force management CRM.
Collaboration – A teamwork for the better productivity
Normally the teamwork is not seen and this is also another reason for poor adoption of the sales CRM by the sales team. When there is a team, a team manager who is the primary contact of the sales force team. Sales force automation tool CRM is implemented in a company, helping to streamline the sales process for efficient performance tracking and helping salespeople to prepare the sales forecast.
When the online sales CRM software is not in use, then information sourcing from different departments becomes tedious and difficult work for the salespeople. If it is maintained in the excel spreadsheets, then gathering the information and looking through multiple tabs open for finding certain information is also a hectic work.
To avoid such constraints faced by the sales people, a sales management tool to be implemented for teamwork, which can be seen within the company.
Online sales management software is successful for the business growth, where the sales team uses it with ease & convenience for their daily task reporting, achieving the primary goal – sales revenue. Getting the feedback which is conducted by the customer support team by the survey feedback also helps the sales team retain the loyal customers and which is an effort of teamwork.
When different department staff are having different tasks to be done in an online CRM, then collaboration way of working becomes essential. This teamwork will show the team effort, progress and productivity in the company.
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If the informations not updated regularly then CRM has poor data quality
Online CRM software is helping the employees to keep updating their day to day activities in real-time, which helps the other team members to review and provide the correctness if necessary for the progress of the company’s decisions.
The irregular updates, incomplete information updates in the CRM data, which leads to difficulties and hurdles in using online CRM. When the data is stored into the CRM by the sales, marketing and customer support teammates and if information updates are inconsistent, then the company is affected and necessary decision making becomes difficult. Company spends on pursuing the dead leads or prospects, running inefficient marketing campaigns which become very expensive. Moreover the updates or feedback of the customers are not properly taken, which will lead to difficulties in retaining loyal customers if the company. Regular updates in the sales CRM software is ensuring the data accuracy and reliability. Sales team heads will have to keep briefing the sales people about the necessity of the update in the CRM software, which benefits sales as well as other department teams. CRM usage is to monitor employee performance also. Best coaching to the sales and other teammates, helps to prioritize keeping the information updated into the sales CRM tool in real-time CRM.
Two reasons why users may end up in a deadlock with a newly implemented CRM :
- There is a scarcity of integration with other software
If you’re suddenly working with an entirely new software package that does not integrate with existing tools, your workload will increase quickly and lots of your operations can also be threatened. The solution to this issue is very simple: research. Do your research, and involve IT within the research process. You can make sure that your system integrates properly with the software already in use. This will minimize all your problems with the transition, and, ideally, will prevent sudden drops in productivity when the CRM is deployed.
- Employees are not supportive to the CRM
In many cases, implementing a CRM can represent a major shift for an outsized number of employees. A new outlook on customer management is frequently accompanied by a reorientation of company culture as a whole. One of the major challenges of making this shift is convincing employees at each level to adopt the changes. One of the main important steps to overcoming resistance to change is to involve employees in the culture shift from the beginning. A CRM that’s acquired in response to employee input will be better received than a shift that’s imposed on them without advance notice. Roundtables and protracted open dialogues are tools that may help employees contribute to a culture shift, and that can be reflected in the CRM and its adoption.
Conclusion
With the implementation of a sales force automation software, which has the number of metrics which help to measure and drive the CRM tool adoption success.
The CRM software advanced analytics capabilities, which allows the company to review the sales team weaknesses and address the reason, how the sales CRM software adoption can help the efficiency and effectiveness in the customers engagement. It also helps in the real-time data updation, anywhere, anytime to optimize sales activity. Salespeople are able to close their deals and reach their sales targets without any hiccups.
