User engagement equals CRM success

Improving user engagement with CRM, has proven to be a continuous process, as new features are added and your business is becoming even more flexible in terms of sales and marketing practices. Take a look at a few ways that will help you improve user engagement.

Participation of involved parties

You cannot design a CRM solution behind closed doors. All parties involved, as well as the user community, should be part of a team that will help plan and develop the features and user experience of your CRM solution. But, even after you implement a CRM system, don’t let this team fall apart. Their insights will be valuable for future actions or for adding features to the platform.

Gradual roll-out

A primary advantage of cloud CRM is that it enables you to provide its features to the user community gradually. If you keep this team, you’ll be able to create a roadmap for future developments, so that you’ll always be prepared to meet every need.

The… course of CRM

Improving user engagement with your CRM system also means that you’ll be creating a process for your users that will actually never end. This process basically begins when you assemble a team of people from different departments and start gradually rolling-out features:

• Create a baseline for your CRM requirements.
• Start rolling-out the solution to the various teams that engage with your customers.
• Improve your CRM solution with the feedback you’ve been gathering since the beginning of the implementation process.
• Develop your CRM by integrating other back-office systems.
• Finally, adjust your CRM solution according to market

Support and training

It is not unusual for businesses to cut their budget for training, considering this a luxury, even in the case of an important platform, such as a CRM solution. You should not forget that training is a very powerful tool when it comes to user engagement, since well-informed users are at the same time more productive.

Rewards for CRM “champions”

Improving user engagement through your CRM solution, requires much more than the input of your IT and other teams. It requires developing an in-house community of power users throughout the business and for all parties involved. It is certain that you’ll find enough people from your personnel that are strong supporters of the solution, but still you should reward them for being CRM “champions”. Some types of rewards include the following:

• Cooperating with management to enhance CRM support can be a reason for offering a bonus.
• Adding strong support for CRM to the job description of these employees with the intention to raise their salary.
• Offering CRM champions a “place around the table”, when discussing initiatives related to your CRM.