This is a guest post by Lindsay Garrison, Chief Problem Solver at On the verge, inc., a Zoho Alliance Partner in the Greater Boston Area.
You’ve probably heard that user adoption is one key to CRM success. If you can’t get your staff to log in and use it, then you don’t have a viable customer relationship management solution. And, while there are many things I can do for my clients, one thing I can’t do is make them use their CRM system.
Earlier this year we had the opportunity to help a non-profit agency implement Zoho CRM. Their employees had experienced two failed software initiatives in the prior two years; to say that the staff was not enthusiastic to go down that road again is an understatement. This organization has a staff of 60 people who are spread from Vermont to China – and had no centralized information. It was typical for someone to wait hours (and waste time) just to track down a name or email address. It was hurting morale and productivity, and they had to fix it.