Let’s say you’ve just discovered an amazing CRM system that you’d love to see implemented at your place of work. You email it to your boss, and call to discuss this new holy grail you’ve found. Only, your boss doesn’t seem as enthused about it as you…
Oh no! Is this the end of automated follow-ups and generated lead source charts for you?
Fear not, there are many ways you can turn that “no” into a yes – largely by understanding what’s behind it. Studies suggest that 80% of prospects decline a proposal four times before eventually saying “yes.”
This is not a step you can bypass, because it’s crucial that you turn them into a believer. Your CRM initiative will not work if everyone (especially those up top) are not on board.
Now, let’s take a look at some of the reasons employers may resist CRM, and how to address their concerns:
1) It’s the Wrong CRM for the Business
The CRM solution you chose might be missing features you need, while including ones that you don’t. Or, the setup and flow of the CRM might not align with the sales methodology or other critical processes of your unique business. This is a very valid concern and a common reason why CRM implementations can fail.
Response: This checklist can help you narrow down what your business really needs from a CRM system. You can also check to see if the CRM can be customized to use in the way your boss needs, or if another CRM aligns better with your business processes.
2) It Costs Too Much
This can be a bit of an emotionally charged concern. Does it cost too much in comparison to the current system of a rolodex? Or have you selected a particularly expensive CRM solution?
Response: Begin discussing how CRM systems can actually save money and increase sales in the following ways:
- Increased Sales Effectiveness: The most productive lead sources and sales staff are clearly identified on graphical charts. Using this information effectively enables you to save money on future campaigns, get the best return on your investments, and grow your business at a faster rate.
- Greater Sales Reach: Why do things manually when you can execute and measure new promotional campaigns in an automated fashion? Sales and Marketing tools allow you to effortlessly follow-up with leads, stay in touch with customers, and send email campaigns to specific target lists.
- Better Management: Sales pipelines that are much better understood, providing clear visibility of any business upturn or downturn well before it represents an opportunity or risk for the business.
- Reduced Errors and Administrative Costs: Information is only typed in once – CRM, product catalog, proposals, invoicing, customer service, project and resource management – all share the same data.
- Happier Customers (and better customer retention!): Dealing with employees who now know more about them and what’s going on in their account. Wait times are reduced, and customers only need to say their name once – even if transferred between employees.
- Improved Efficiency and Collaboration: Everyone in the business knows right away where to find information they need, and can access it via desktop or mobile. Employers can manage projects, distribute tasks, and create forums for discussion – Keeping everyone up to speed.
Some benefits more than others might hit the right button with your employer, and it’s important to research what the main pain points are within your business. For instance, there’s no need to say how it’ll improve customer relations if customers already love your business – promote another benefit instead.
Next, there are many ways in which you can trim the cost of a CRM implementation – including not choosing a CRM that costs more than your business can afford. Discover cost-cutting techniques here »
3) I Don’t Want to Learn How to Use It
Many employers may view new technology as being a hurdle or challenge instead of an opportunity. This can be a difficult concern to overcome, and you should prepare yourself in advance to meet this kind of objection.
Response: Your first challenge is to determine why they don’t want to learn how to use it.
Here are a few possible reasons:
- They don’t feel confident in their technological skills – Many people are more tech-savvy than they give themselves credit for. In an age where we’ve mostly all figured out social media, emails, and how to generally use a Mac & PC, CRM isn’t rocket science to learn how to use. Choosing Cloud CRM over On-Premise also decreases the amount of skill required to get on board. Another strategy is to gradually implement features, and just learn how to use features as you come to require them. Many CRM providers, such as 1CRM, also offer online video tutorials to help you get started. Personalized training sessions are also available.
- They’re very busy – In this age, you must continually learn or be left behind. Especially when we’re discussing a technology that will help them become more strategic and efficient, they will have to make the time to learn it. Could some of their tasks be delegated to find the time? Weekend CRM learning session/pizza lunch? Get creative and try to keep it positive! They might be so busy because things are running rather inefficiently, and this CRM system could help them out a lot in the long run.
- They’re happy with their current CRM/way of doing things – Upon hearing this, try to gain a better understanding of what their current way of doing things is. Could there be room for improvement? In most cases, there is, but sometimes you could be pushing a new CRM solution when the current one is actually meeting their requirements already. “If it ain’t broke, don’t fix it.”
Once you’ve determined the reason behind their resistance to learn the CRM, you can present solutions. This might include helping them learn it, freeing up some time for training, or convincing them that the benefits are worth it. While trying to win them over, it’s also important to keep things positive and not to pressure them all the time about it.
When trying to sell your boss on a CRM purchase, you should be armed with key information about the system – ready to answer any questions they may have. Begin researching how much it costs, user minimums/maximums, what features are available, is it mobile friendly, what’s involved in the implementation process, and how long might it take to get up and running? Here are some key steps you can take to create a CRM implementation action plan.
Many business owners & salespeople will tell you they love CRM and can’t imagine working without it. Others will accept it, use it as intended, but not necessarily like it. And one final group of people are still digging in their heels and making a conscious decision to resist CRM. While we can’t say which one your boss might turn out to be, we can say that the benefits of using a CRM system far outweigh the effort it takes to implement it.
Ease your boss into the world of CRM by getting them a 30-day free trial today!
