To be successful in the adoption of a CRM Strategy and a change in the organization’s culture, it is a lot more than simply installing a software package and telling staff to use it.
As distinct from the core business software which staff must use in order to fulfil their duties CRM software can be bypassed.
There are two options the Carrot and the Stick.
The STICK
Constantly monitoring staff to ensure they use the CRM solution
You will get results but the validity of the results will vary as the level of information will depend on the staff not using shortcuts and providing the bare minimum just to satisfy the monitoring.
The CARROT
Customize the strategy so it is perfect fit for your company, tailor made not off the rack.
Provide staff with tools that help them not force them to re enter information into multiple places
Give them reasons to use the solution by helping them with their workload