Best practices to improve CRM user adoption Trevor Poapst, VP Marketing and SalesRiva CRM Integration

June  14,  2016    

Why is CRM important?

2016 We have entered the Age of the Customer. CRM is the key hub for your customer information.

91% Percentage of companies with more than 11 employees that now use a CRM. (BuyerZone)

$36.5B Gartner predicts CRM will be a $36.5B market by 2017, eclipsing worldwide ERP sales.

89% By 2016, 89% of companies will compete mostly on the basis of customer experience compared to 36% four years ago. (Gartner)

Why CRM initiatives fail •  80% of senior executives say their biggest CRM challenge is

getting their staff to use the software.

•  The perception that there is little value-add for salespeople.

•  The CRM is complex, difficult to use, and requires multiple clicks to carry out simple tasks.

•  Siloed data. 49% of companies said that CRM integration with other key technologies is a major or moderate challenge.

How to improve CRM user adoption

Best practices to improve CRM adoption

•  Have fun. Stay positive. Create excitement. •  Get your user involved right from the start. •  Clearly communicate the benefits of CRM. •  Train, train, train. •  Tie compensation and KPIs to CRM usage. •  Celebrate your success!

People

Best practices to improve CRM adoption

•  Write down your CRM strategy. •  Configure the CRM so that it is aligned and integrated

with your sales, marketing, and service processes and tools. •  Look for ways to simplify the user experience. •  Create dashboards and reports to surface valuable insights. •  Focus on data quality. •  Go mobile

Process & Technology

How Riva improves CRM user adoption

The opportunity

27% Customer retention is improved by leveraging a CRM system by as much as 27%.

15% Mobile access to CRM can increase sales productivity by 15% and help reps achieve their sales quotas. (DefinityFirst)

29% CRM user adoption can increase sales by up to 29%, sales productivity by up to 34%, and forecast accuracy by up to 42%. (Salesforce)

“A business absolutely devoted to service will have only one worry about profits. They will be embarrassingly large.”

– Henry Ford

Trevor Poapst VP Marketing and Sales Riva CRM Integrationtrevor@rivacrmintegration.com