Throughout my career, I’ve had managers tell me how to do a task (incorrectly), why I should support their views (though I had my own views), and why agreeing with their decision is good for the firm (with a pat on my back and a smile on their faces.) If these one-sided statements sound like your CRM buy-in strategy, then your firm’s low adoption rate shouldn’t be a surprise.
Many CRM conversations with advisors center around workflow bottlenecks, out-of-date data fields, and staff that won’t use it. Advisors believe that a new CRM will do the trick. It won’t, unless you start at the beginning – your people.
Read our Barron's article on how to achieve a high CRM adoption rate by taking a people first approach:
- People are comfortable with a CRM that is intuitive to them
- The limitations of your CRM combined with your staff’s desire to get things done correctly & quickly results in staff embracing spreadsheets over the CRM
- Buy-in should be voluntary by allowing everyone a voice
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