Sonoma Partners Microsoft CRM and Salesforce Blog

Pulling the Right Levers

Today's blog post was writen by Kristie Reid, VP of Consulting at Sonoma Partners.

Forget the carrot and the stick. Start thinking of how to increase user adoption in your CRM system a different way.

Start thinking of what levers you can pull to ensure a successful CRM implementation!

lev·er /ˈlevər,ˈlēvər/
noun: “a means of exerting pressure on someone to act in a particular way”

Change management is critical to all projects that want to create a change in an organization. But with CRM, it takes so much more to change behavior.

So what levers can be pulled to change that behavior?

Here are some examples of some amazing levers that we have seen clients use.

Financial levers

- Example: No commissions will be paid until the data is in CRM.

- Pros: You will get data in the system! 

- Cons: Will you get the data you want or will everyone use a just-in-time approach to shove the data in to get paid?

- Even Better: Make sure that dashboards around how the user is doing towards their goal is also in CRM. I bet they will check that regularly!

Integration levers

- Example: A new account doesn’t get created in the billing system until it is entered in CRM.  Kried 2

- Pros: You have data in the system and you reduce double entry which is a definite killer for the success of any CRM system.

- Cons: How many of those accounts are entered by an admin but no action is being taken on them until billing is needed?

- Even Better: What if you can’t expense lunch with a prospect until a record with a prospect and an activity is in the CRM system?

Simplicity levers

- Example: Tracking a meeting that I have in CRM is so tedious. However, I have this cool application that allows me to quickly add a meeting and dictate my notes on my way out of the building (no one needs to know that data goes into CRM!)

- Pros: No more going back to the hotel at night and recording what you did that day.

- Cons: Voice to text is still buggy but at least you’re capturing the data!

- Even Better: Make sure the application has the data needed before the meeting!

Accountability levers

- Example: My manager runs the report that we discuss on our weekly 1:1 report from CRM. If it isn’t in there, it doesn’t exist.Kried 3

- Pros: Reduces the amount of scrambling to put data together for meetings and ensures the data is updated, at least on a weekly basis.

- Cons: Relies on each specific manager to enforce this behavior.

- Even Better: Reinforce this behavior all the way to the top – all company meetings should be run from CRM data.

Do you have any levers that you’ve pulled to make your CRM Program more successful? We would love to hear them!

Topics: CRM Best Practices