Call Today: (330) 929-1353
  • Home
  • Why InfoGrow
    • Our Approach >
      • Our Story
      • Our Clients
    • Our Pledge
    • Careers
    • Alliances
  • Dynamics 365 CRM
    • Dynamics 365 CRM Consulting >
      • Microsoft Dynamics 365 CRM
      • Dynamics CRM Optimization
    • CRM Manager
    • Dynamics CRM Rescue
    • Dynamics CRM Support
    • Dynamics CRM Reporting
  • Dynamics 365 Solutions
    • Dynamics Marketing Automation
    • Dynamics for Hospice
    • Dynamics 365 Non-Profit Fundraising
    • Power Platform
    • Application Development
    • CRM SmartMap
  • Resources
    • CRM Blog
    • Videos
    • Whitepapers
    • CRM Quiz
    • Store
  • Contact Us

InfoGrow Blog

See your organization thrive! Improve the customer experience by keeping your sales, marketing
and customer service teams on the same page. 

Measure CRM User Behaviors for Better User Adoption

 
Picture
I am often asked by managers how to improve the user acceptance of their Dynamics 365 CRM system. In the eyes of the questioner, the answer lies in how to encourage, or even make, users use the platform more, in order for the organization to achieve their established expected benefits of investing in Microsoft CRM. That’s the wrong focus.  The issue is not how do we get the user to use CRM, but rather, is the Dynamics CRM itself designed to be useful to the user so that they want to use it. Although the difference is subtle it should not be overlooked.
Designing CRM to Get Users on Board

​Dynamics 365 CRM can easily be designed to meet organizational objectives, such as driving more sales or providing a deeper customer engagement. But it can also be designed from the perspective of “how do we help our users save time, be more productive, and have the information they need at their fingertips to deliver a richer customer experience?”  Users want to do their job better. We shouldn’t need to coerce them into using Dynamics CRM.  If that‘s necessary then we have the wrong people in our organization, which is a completely different issue.  Users want to be effective and have the information they need to quickly and efficiently meet a customer’s needs.

I am always intrigued by the sales manager who starts the analysis & design phase of a Dynamics Implementation by saying that there is no need to meet with sales team members, that he/she already knows what they need and that the reps don’t need to be bothered or interrupted from the process of selling. Guess what happens if you build a CRM from the rep’s perspective, and make them more productive? Ta–da! They sell more! Is that a good outcome?
Changing Behaviors
​
To change behaviors (the real and often overlooked value of CRM) you must consider whose behaviors you wish to change in the first place, and who will be involved in the process. There’s a reason for the old saying “You can lead a horse to water, but you can’t make him drink” has stayed around for so long.

Building Dynamics CRM from the perspective of, “How do we empower users to be more productive and help them deliver a richer experience to our customers?” will get you to all the other CRM objectives that you have envisioned.
Picture

Categories

All
Considering CRM
CRM
CRM Implementation
CRM User Acceptance
Customer Service
Dynamics CRM Features
Dynamics CRM Rescue
Dynamics CRM Support
Dynamics CRM Upgrades
Lead Generation & Management
Lead Tracking
Maps Drive Insight
Marketing Automation
Microsoft Partners
Partnering For CRM Success
Sales Efficiency
Sales Management
Sales Prospecting
Sales Tools For Productivity


Comments are closed.

    Categories

    All
    Considering CRM
    CRM
    CRM Implementation
    CRM User Acceptance
    Customer Service
    Dynamics CRM Features
    Dynamics CRM Rescue
    Dynamics CRM Support
    Dynamics CRM Upgrades
    Lead Generation & Management
    Lead Tracking
    Maps Drive Insight
    Marketing Automation
    Microsoft Partners
    Partnering For CRM Success
    Remote Work
    Sales Efficiency
    Sales Management
    Sales Prospecting
    Sales Tools For Productivity

    Picture
    ​

    Subscribe

    schedule a call
    Schedule a Call

    Contributors

    Picture
    Bob Sullivan
    President
    Picture
    Tonya Stephenson
    Operations Manager / Customer Service Manager
    Picture
    Larry Brown
    CTO

​ABOUT    |    SERVICES    |    SOLUTIONS    |    BLOG    |    STORE  |  CONTACT US


Picture

Address

2140 Front Street 
Cuyahoga Falls, OH 44221

Telephone

(330) 929-1353

Email

info@infogrowcorp.com
​© 2021 InfoGrow Corporation
  • Home
  • Why InfoGrow
    • Our Approach >
      • Our Story
      • Our Clients
    • Our Pledge
    • Careers
    • Alliances
  • Dynamics 365 CRM
    • Dynamics 365 CRM Consulting >
      • Microsoft Dynamics 365 CRM
      • Dynamics CRM Optimization
    • CRM Manager
    • Dynamics CRM Rescue
    • Dynamics CRM Support
    • Dynamics CRM Reporting
  • Dynamics 365 Solutions
    • Dynamics Marketing Automation
    • Dynamics for Hospice
    • Dynamics 365 Non-Profit Fundraising
    • Power Platform
    • Application Development
    • CRM SmartMap
  • Resources
    • CRM Blog
    • Videos
    • Whitepapers
    • CRM Quiz
    • Store
  • Contact Us