Managers don't use CRM: how to "force" employees to work in CRM

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A common problem: the CRM system is selected, paid for, configured, but... The team refuses to work in CRM. This happens because the attitude of the staff to the CRM system is often underestimated, relying on technology. But without the participation of people, the CRM system makes no sense. How to overcome employee resistance when implementing a CRM system?

Content

Why employees don't want to work in CRM
Common reasons why the team refuses to fill out CRM
How to deal with sabotage and resistance when switching to CRM
Conclusions
Why employees don't want to work in CRM
Ideally, you should prevent managers from sabotaging the CRM transition before it is implemented. This will help avoid problems in the future. First of all, you need to understand the reasons why staff are against the CRM system.

Without a substantive discussion of the problems, dialogue will not develop. It is necessary to first listen to employees in order to have the opportunity to work with objections.

Common reasons why the team refuses to fill out CRM
Resistance to new experiences
Psychologically, most people believe that it is better to stick to a well-known, albeit imperfect, solution. Yes, maintaining a customer database in Excel is inconvenient, but what if a CRM system is even worse?

Uncertainty and novelty usually cause bahrain phone number list unconscious anxiety, which is masked by aggressive denials or passive evasion (“I forgot,” “I didn’t have time,” “I didn’t understand.”) Active opponents of CRM who convince less radical employees also add fuel to the fire.

Low PC skills
Some members of the team, especially older people, may be afraid of not being able to cope with a new, “complex” program. Such people do not like to gain new experience, and mastering new services requires a lot of effort.

There will be more work.
There is often a prejudice that the work will turn into continuous data printing. You may encounter objections such as: "My duty is to sell, not fill out forms", "I don't have time for these games", "If you want CRM, pay extra for its maintenance".

In fact, the CRM system greatly simplifies filling in data, but more on that later.

Unawareness of the benefits
The fact that employees are against CRM may be caused by a lack of understanding of the benefits of implementing the program. Staff may be convinced that there is no personal benefit for employees from CRM and there will be no.

Resistance to control
Another reason why managers refuse to use CRM is that the program is perceived as “tightening the screws” and increasing control. Some employees believe that management will monitor them using the CRM system. This is partly justified - for example, sales managers with their own client base do not want their contacts to become available to management and the team. However, some people may think that the CRM system will track browser history or private information. In this case, debunking myths will help.

Competition within the team
If data on one employee’s leads becomes available to others, someone can “lure” them out (and such cases do happen). This is an important reason why the sales department may refuse to work in the CRM system. However, people may not know that CRM has a delimitation of access rights to segments of the customer base. In many cases, the main difficulties in implementing a CRM system arise due to active resistance from the sales department. What to expect if the company’s staff is against CRM? This may be a categorical refusal to conduct CRM or partial, distorted or even encrypted data entry into the system. Active objections and conflicts may arise in the team, and the negative attitude towards CRM gradually spreads to other areas. Obviously, it is better to avoid such a situation, and if it has come to this, it is necessary to carefully consider ways to overcome resistance to CRM.