How Do I Get More From My CRM System?

The best most sure-fire way to get more from your CRM system is to improve end-user skills. Most sales people just aren't clear on how to get the most out of the Customer Relationship Management tools available to them. Entry-level office productivity, Customer Relationship Management software, and Operating System training is necessary for sales people at all levels.

Most companies don't want to pay for this because they feel a sales person, or marketing professional should "come" with these skills. If you are a selling professional, you can increase your own selling productivity by investing in resources of your own. However, any office should have at least a self-study course available for staff refreshers.

End-users don't know how much they don't know. Use quick reference sheets that go through the basics of your CRM software to familiarize new sales people, focus on entering new opportunities into the system (this is important for roll up analysis of sales, and for accurate forecasting at management level.)

Don't try to train on everything all at once. Incorporate training into orientation as part of the job function, not as separate "software training." You wouldn't show a carpenter how to use a saw, but you would tell them where to make a cut, how long or deep to cut, and when it's appropriate for a specific project.

When you separate the software from the job function, you setup barriers to understanding the complex relationship between the tool and the desired result. Maximum productivity comes at implementation, but with educated users, you can make due with what you have. Start by training on CRM functions closest to the role individuals play in your company today.

Are you planning, or are starting over with your Customer Relationship Management system, here is a workbook that has helped many clients. To learn more about this significant tool for creating a great return on your CRM investment, read, "What Your Vendor Won't Tell You About Breaking Even And Profiting From CRM."

You can get more from your CRM system by improving your user's ability to get more their daily use of Customer Relationship Management, starting with their role in the company.

Focus on each individual job function, the information used, and how they interact with the larger company. Remember, CRM is just a tool in a larger system and the better each user masters it, the harder it works for everyone.

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