“Introducing CRM? Well, it’s clear, we are under the hood, now only control and reports, ”most of the company employees think about this when they hear that work will soon move to CRM. It is believed that CRM is a program for the manager and exclusively for his interests. This is wrong. Consider how often you:
- forgot to complete a task or return to some work
- forgot to call a client or forward information to a colleague
- re-collected the data needed for work
- asked for data from colleagues and waited for them for three days
- looking for a colleague responsible for the delay in work
- applied to colleagues or the boss, but were refused because of their employment.
If it happened, read on, organizing work is not only reading books about procrastination and time management, it is also a cool tool in the hands. And if it didn’t happen, damn it, who are you?!
According to Insight Managing Consulting, 64% of the success of a CRM implementation depends on the support of the organization's employees. 42% of CRM problems are also caused by employees. And you know, we are not surprised by these statistics. Not that in 13 years of development and implementation we have seen everything, but we know 3 main reasons why the CRM system and company employees find themselves on opposite sides of the “front”.
- CRM is seen as just a technological solution. According to many users, this is just a program that has to do something, and that takes time to fill in the data. In fact, the CRM system is primarily the people who use it and use it as a tool. If you put a jigsaw on the table (even if it's on), it won't do anything but eat electricity. If you put it into the hands of the master, you will get a beautiful carved product. In the same way, a competent manager will squeeze everything out of CRM in order to get the maximum revenue, and a lazy salesperson will only spoil the database with incorrect data.
- CRM is a sales program. Once upon a time, yes, it was. Now there are practically no such solutions left, the minimum ones “close” the tasks of sales and marketing, the advanced universal ones - both sales, and marketing, and production, and warehouse, and so on. CRM today is a corporate ecosystem that simplifies the work of almost every employee, reduces direct communication, and simplifies most processes. But for this you need to think, try, refactor processes. It's easier to say that "nothing works, they put it in vain."
- CRM is a program for the boss, with which he will impose control and apply draconian measures to everyone. This is a lie: most CRMs do not have physical and informational control features, such as input control, minute-by-minute work time tracker, employee inactivity control, or web browsing history recording. All control is carried out at the same level as without CRM: reports, logging of actions within the system, KPI, etc.
These three misconceptions greatly "cool" the interest of Russian entrepreneurs in CRM, form strange myths from scratch and often become the reason for refusal to implement.
Of course it isn't. CRM is needed primarily by employees. Moreover, she helps them a lot.
Five lines of advertising
We are against time control and any trackers at work - we are for convenient working tools for employees. Our new - useful software for any support service, internal and client. Creating your own portal takes only 5 minutes, and its initial setup takes 10-15 minutes. Join now! Well, who needs CRM, it's here - .
CRM is a friend of a company employee
Easier with clients
The main thing in CRM is working with clients, in any aspect: whether technical or commercial. It is convenient, transparent, informative, easier than without any automation. When an employee has CRM as a center of knowledge and up-to-date information about a client, it is much easier to appear as a loyal company that appreciates, remembers and loves each client.
We can give an example based on our own experience. We often hear calls in our office when people say: “We collaborated with you 5 or 7 years ago, but you probably don’t remember…”. And in response they hear: “How can we not remember, Dmitry Sergeevich, we have a CRM system, I can even tell when and what products you were interested in, how many times you talked on the phone and what topics were discussed ... True, an employee who Then he supervised you, it hasn’t been working for us for 3 years…” 🙂 And these are just the initial, basic features of CRM.
customer card in . The top block is all the information about the client that you can theoretically enter and accumulate. The bottom block is operational activities, routine and interactions with the client. If you fill in everything, it will be almost the coolest business compromising evidence 😉
Without delays and fakapov
The image risks of the company are reduced and the employee's fear of being the culprit of reputational problems disappears. If a manager misses a meeting or forgets about the call, it looks like the company's incompetence, lack of interest in the deal. What could be worse? CRM ensures compliance with deadlines, transparency of the workload of employees, sends reminders itself, so it becomes simply impossible to miss an event.
In addition, corporate calendars and planners allow you to see the workload of the colleague you need and respect his time or request part of his free time - such communication reduces conflict, but does not formalize relationships, because we are all used to calendars and plugins in our personal lives , they are not associated with a rigid working relationship.
The CRM desktop displays current cases (we call them end-to-end, because they are not tied to specific dates), as well as badges on the Assistant panel - numbers that tell you where to go in the interface and what to do. There are also pop-up reminders, SMS and mail notifications. Try to forget!
Speed
Significantly increases the speed of work. It only at first glance seems that entering data into the CRM system increases the time spent on operational work. This is a logical trick used by the opponents of CRM for their own selfish purposes. In fact, everything works differently: all the necessary information about the client is entered once, which subsequently allows you to significantly save time: the primary account is formed on the basis of pre-prepared templates, in just a few seconds, incoming and outgoing calls are registered and can be listened to directly from the client’s card , corporate mail is organized and separated by contact persons and clients (at least, this is how it is in RegionSoft CRM).
But the main advantage of accelerating work with CRM is not even in the operational routine, but that after mastering the CRM system, productivity increases and the life cycle time of the sales process as a whole decreases, which means that there is a reserve for revenue growth. Indirectly, this affects the growth of wages or the formation of bonuses.
KPI
If you make an adequate set of KPIs that is measurable and really depends on the efforts of the employee, CRM with a built-in KPI calculation system will become an excellent motivator for the employee, because he will constantly have progress bars in front of his eyes for achieving targets and will be able to redistribute his efforts in order to “knock out” maximum odds and get a well-deserved bonus. Thus, you will receive a mechanism for monitoring the implementation of targets, both general and for each department/employee, and the employee will be able to automate his work and be more efficient.
Our favorite KPI monitor in - all targets at a glance. The indicators themselves can be configured, and their number is limited only by reasonable limits.
Teamwork without fear and reproach
A CRM system is a form of teamwork. This possibility is due to the software architecture: a single database supplies information to the user interface of the salesperson, supporter, marketer, storekeeper, etc. Now a marketer or a manager does not need to ask which product sold the worst and which was stale in the warehouse - he can access the necessary commercial information and draw conclusions and make plans. At the same time, the work of the entire team is aimed at maintaining up-to-date information.
The group planner is practically a Gantt chart, you can see the responsible, the degree of completion, deadlines, and so on.
End-to-end three-week planner - an overview of the employment of the entire team for three weeks in advance
Visual plan of the day of an individual employee, you can go directly from the planners
Employees use a single CRM system environment to exchange information, delegate tasks and collaborate on projects, so internal relationships become productive. The efforts of the team are integrated within CRM as a means of managing customer relationships, and this approach provides a synergistic effect that is not achievable within the framework of standard meetings-requests-discussions.
Responsible are not lost
Perhaps the most unpleasant thing in teamwork is to look for those responsible for the subsidence or delay of any business process. Employees begin to blame each other, try to shield themselves and blame a neighbor, lubricate the process to collective responsibility. CRM is also struggling with this trouble: business processes with a visual designer, full logging of movements by stages, control of standard deadlines, interactive parameters solve the problem of employee responsibility and transparency of work in the bud. The process is logged and you can always see who was delayed or stopped.
Therefore, do not be afraid of business processes even in small companies - they will be useful everywhere and will significantly affect the order in the company.
Business process in RegionSoft CRM is easy to design, easy to manage
Company, let me drive
CRM allows each employee to feel like a helmsman in the business process: the more knowledge your employees have, the more powers and opportunities they have. Up-to-date data accumulated and processed in modern CRM helps to solve customer problems beautifully, for example, access the history of relationships, return to problematic issues, evaluate the client not only in the plane of the current transaction, but also in the context of the history of interaction. From the outside it looks very cool and captivating. I’m telling you this as a client - I can easily determine a company that has a good CRM by communicating with managers 🙂 And, of course, this opportunity to “steer” is very motivating.
Efficient working method
Every smart manager, working with CRM, becomes a bit of a scientist and experimenter. The software helps to track the sales process, receive and analyze transaction data, on the basis of which it is possible to form your own innovative style of communication with customers. Accordingly, it is possible to identify the most productive behaviors and, using them, increase the result.
Replace field
In case of absence or dismissal of an employee, the transfer of cases to another colleague takes place once or twice, along with providing access to CRM. This significantly reduces the risks in case of a “bad” dismissal, boycott of an employee, etc. Due to the fact that the superadmin can easily transfer rights, negative processes within the team are extinguished and go into the interpersonal plane without affecting the worker.
The implementation of CRM is always associated with high expectations. Managers and employees alike hope that a CRM system will increase productivity, increase sales, simplify operations, and save money. That's right, any change must be accompanied by expectations. Only you need to wait not from CRM, but from the people who will work in it. And it is better not to wait, but to implement and do. Then the CRM system will be much cooler than a horseshoe for good luck. Which, by the way, is also better to nail to the hoof and plow - then there will be both luck and money! 🙂
Source: habr.com