Customer relationship management software is a crucial tool all small businesses must invest in to keep up with technology advancements. These tools are designed to improve data compliance and help your team track customer communication. There are also built-in features that marketing, sales, and accounting can use to streamline workplace productivity.
However, CRM adoption can be more challenging than you think if you own a small business. Whether you’ve been in business for five, 10, or 20+ years – if the software isn’t properly integrated, your team may struggle to adapt to the changes.
In this article, we’ll explore common CRM adoption challenges small business owners may face when adopting a new software. Here’s everything you need to know:
Benefits of CRM Software for Business
CRM software is an invaluable tool that small businesses across various industries can benefit from. Once you’ve integrated a CRM into your workplace dynamic, you can look forward to:
- Enhance efficiency and organization
- Improve customer communication
- Increase in sales and leads
- Streamlined appointment scheduling
- Improvements in data and reporting
- Enhanced data compliance
Five CRM Adoption Challenges and How to Overcome
Every small business faces different challenges when it comes to CRM adoption. Some are easier to fix than others. Here are five common CRM adoption issues you may face during the integration process:
1. Lack of User Adoption
After investing in a CRM platform, you may find that some team members are struggling to integrate the tool into their workweek. If your team fails to adopt the software and decides to stick with spreadsheets, you won’t see the ROI of your investment. Once you’ve made the switch, small business owners are responsible for showing the value of replacing traditional tools and spreadsheets with CRM software.
For example, Townsquare Interactive’s online appointment scheduling tool seamlessly integrates into your website and your team’s work calendar. This CRM feature is designed to replace traditional appointment scheduling tactics, giving your team time back in their day to focus on other projects. Showing the value of features like these can help streamline user adoption.
2. Training New Employees
Whenever you add new software into the mix, you must train your current employees to use it correctly. You also must incorporate it into onboarding and training documents for new employees in the future.
There are a few ways to overcome this CRM adoption challenge. For starters, you can invest in user-friendly CRM software like Townsquare Interactive’s business management platform. The easier the software is, the less you must worry about your new employees running into issues when using the tools. You’ll also want to offer training sessions and how-to documents that educate your team on the software tools and functions.
3. Implementing Other Applications into the Software
Once your team knows how to operate the basic functions of the CRM software, you may want to invest in other tools that can be implemented into the software. This can complicate the original CRM software for some individuals. Software like Townsquare Interactive’s business management platform has tools your whole team can use. You can expect your marketing, sales, customer success, and accounting team to benefit from our CRM.
To overcome this CRM adoption challenge across various departments, you’ll want to offer thorough training sessions to your current and new employees. You’ll want to host these training sessions with every department and walk them through the different tools available in the software. Allow your team to ask questions and address concerns to ensure they fully understand how everything works.
4. Keep Track of Info Within the Software
CRM software is designed to simplify your workweek. It’s an invaluable tool for gathering client communication and information in one place. However, this may be challenging to get used to, especially if your team is used to tracking information in spreadsheets or Word documents.
To overcome this issue, you’ll want to ensure your team is taking advantage of the tools built into the software. Make sure your team doesn’t keep client information and documentation in a hundred different places, and teach them to get in the habit of keeping everything in the CRM. After the CRM becomes the single source of truth for all information, it will become part of their day-to-day to keep all company information within the software.
5. Your Team is Resistant to Change
If you own an HVAC company, medical facility, or local small business, you may find that your team is resistant to change. They don’t like the thought of changing their routine to adapt to the needs of new software. This is more common than you think, especially if you have a team that has worked for your company for years.
Tools like Townsquare Interactive’s business management platform are easy to use, and the integration process is straightforward. Once your team becomes familiar with the tools and technology, you can help your organization streamline workplace productivity by taking advantage of the different features, such as email marketing templates, integrated inboxes, and invoicing tools.
Why Small Businesses Choose Townsquare Interactive
Overcoming common CRM adoption issues can be challenging. However, once you’ve successfully integrated the tools into your day-to-day, there are many advantages you can look forward to. CRMs are designed to make your workweek easier. By consolidating your customer communication and information into one place, you can look forward to increased productivity, efficiency, and the overall profitability of your business.
Townsquare Interactive’s business management platform includes an easy-to-use CRM software designed specifically for small businesses. Our platform features tools every employee can benefit from, from email marketing to our invoice and billing tools.
Contact us today for a free demo.