Step 5: Secure User Ownership
Get users involved early to make sure that your CRM system addresses their needs. One large information technology manufacturer automated their sales force in accordance with the results of the corporate headquarters CRM task force. The actual end-users were not sufficiently represented on this task force and ended up revolting against what they felt was yet another “big brother” system.
Generally, CRM users will respond to a 3X factor in accessing information from the CRM software package. For every one piece of information that the user requests, the CRM system should provide three pieces of information that the user personally values. The 3X factor will motivate users to use the CRM system.
Remember that a satisfied ...
Get CRM Automation now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
