Has your CRM Solution gone stale within

your organization?

Has your CRM User Adoption gone

down?

Bring your CRM Solution back to life (and your team’s

enthusiasm for it) with this Ledgeview Partners guide …

BRING YOUR CRM BACK TO LIFEPro Tips for Re-engaging Unengaged Users

Though CRM is a valuable, beneficial solution for

your business, it isn’t magic. CRM requires hard

work that must be maintained and always

evolving as your business does. When it goes

stagnant, Ledgeview often finds it’s because of

a number of reasons, stemming from lack of

executive sponsorship to lack of ongoing

training, etc.

CRM is a discipline. Users must be logging in,

using its functionalities, understanding its

updates, and engaging in consistent training,

among other educational tactics to keep

themselves engaged.

As managers, a large part of the inheritance

process is up to you, so when things have gone

stale, don’t blame yourself. Correct the situation

before it’s “too late.”

“Lack of User

Adoption is

responsible for 70%

of failed CRM

Projects.”

- SKUID

1CLEAN UP YOUR DATANobody likes “dirty” data. As a Manager, it’s not up to you to

go in and clean it all up. It’s up to you to encourage users to

do so. When data isn’t kept fresh, it can lead to lack of user

adoption or disengagement in a hurry. When things have

gone stale, whether it’s December, mid-March, or any other

month of the year – do some CRM spring cleaning. When you

do, host a training session departmentally to show how

important user cleanup is and what ways are the most

efficient and methodological for their workflows to complete

the cleanup. Make it a learning experience they retain.

2GET BACK ON TOP OF

IT IMPLICATIONS

3RE-ENGAGE YOURSELF

You’re not the first or last company to not pay attention to the

far-reaching implications a CRM system has on your business.

When implemented, many CRM Sponsors forget how CRM is

going to affect the IT department, so it’s no wonder there’s

disengagement among team members within this department!

Among all of your departments, the best way to remind them is

with a call and response. Ask them how CRM is benefiting their

job, or how they’d like it to, then show them how to use that

benefit. Always think of the end-user when it comes to re-

engagement. You want to keep the end-user alive with CRM,

not hoping for the end of it altogether. CRM is a solution. It

should never be a problem or disengaged investment.

If you failed to consider how CRM would effect existing IT

implementations, sit down with your IT department to find out

how you can reshape to make it all work together. Everyone

should be a part of the CRM conversation.

Yes, you!

We’re talking to you, Executives. You’ve been lazy. It’s not

okay, but we forgive you. Get back into CRM now. Turn your

attitude, perspective, and workflows around. Set the right

example for your team with CRM. They will follow suit as you

continue to use it in meetings, coaching sessions, emails, etc.

CRM should be an integral part of your individual workflow as

much as it is your business. You get what you give with CRM.

“91% of companies with

more than 11 employees

use a CRM system,

compared with 50% of

companies with fewer

than 10 employees.”

- GetBase

4LOOK AT YOUR TEAM >

INDIVIDUALSThe ripple effect is all too real for users of CRM. When one user

is disengaged, it’s likely to have a ripple effect throughout

your team. We do not encourage using CRM as “Big Brother,”

but you should check in on login frequency a healthy amount

with CRM. Avoid micro-managing when it comes to re-

engagement, despite your levels of concern. You will re-

engage. Be patient. Users should be logging in to CRM

everyday. Ledgeview has heard more often than not that

disengaged users become more frequent around holiday or

vacation times. Don’t be afraid to host scheduled re-

engagement sessions. Be encouraged to! Keep users on their

toes, excited about CRM.

5REDEFINE YOUR GOALSThough you attempted to implement CRM and keep User

Adoption strong, sometimes it happens – we get it. They

become disengaged and disassociated with CRM. When this

happens, don’t be afraid to re-enter the game strong. Re-

brand your objectives and goals with CRM. Get them excited

and encouraged in ways they weren’t before. If your CRM

went stagnant, it’s for a reason. Take a new approach.

Change is good with CRM. CRM is always changing. Your

business should be too!

6CREATE INCENTIVESCelebrate your employees’ accomplishments with re-

engagement with CRM. Set up gamification. If your users

achieve a certain level of certification, for example, you

could set up a gift card or small bonus program. It never hurts

to create some healthy competition, as long as you aren’t

wiping out users in the process. Keep everyone flowing with

re-engagement on the same channel. Pair up users to help

each other. Balance them out according to knowledge and

enthusiasm. By finding common ground, harmony with your

CRM Solution will occur within your organization.

“Less than 40% of

CRM customers

have end-user

adoption rates

above 90%.”

- Nomalys

7READDRESS EXCUSES

Throw excuses in the garbage can (again), then transition them

to the dump permanently. Don’t let your CRM Solution sit there.

Failed CRM User Adoption is often due to excuses you can

prevent from the get-go. It may be time to readdress excuses.

This doesn’t mean calling people out, but providing them

applicable solutions.

8MONITOR ONGOING ENGAGEMENT

If you have to re-engage users now, it’s important you keep up

ongoing engagement, coaching, and training moving forward.

Don’t expect to resolve everything with one re-engagement

session. Realize your teams needs, and address them.

9ENCOURAGE SELF-ACTUALIZATION

Playing to your team members’ strengths should already be

something you’re doing in the workplace. Relate CRM to self-

actualization techniques, i.e. fulfillment of one’s talents and

potentialities. Show them how CRM helps them as individuals in

their workflows. Show them they are a valuable part of CRM and

CRM should be a valuable part of their workflow. Put CRM back

on the same team as your employees. Show them how CRM

Solutions positively impact the individual as much as they do the

overall business. You’ve heard of personalized marketing, right?

Don’t forget about personalized coaching, engagement, and

value among employees!

10RESET YOUR TARGETS AND GOOnce you get everyone back on the same page, it’s time to

reset your targets and hit the refresh button on your CRM

Solution! Set up a winning streak from the second go-round.

Perspective and positivity are pertinent when it comes to re-

enlivening your CRM Solution and your employees’

enthusiasm for it. CRM is a tremendous asset. Don’t give up

on your investments. You’re in the right place with CRM …