Data + Story = CRM That Works

It's not the tool, it's the behavior!
More firms are investing in CRM, but user adoption remains a struggle. Firm leaders understand the value of a robust and well-used CRM, but are frustrated with project managers' and department heads' lack of adoption. For many work-a-day designers and builders, a CRM system represents another time-suck and they rarely perceive the long-term value.
There are several reasons why CRM user adoption fails.

1. Billable experts and staff view CRM data entry as administrative work and time not being billable. It takes away from their utilization opportunities.
2. The value proposition of a CRM is not communicated well.
3. Leaders do not set the example by adopting CRM themselves.
4. It is difficult to tie CRM usage to a pursuit strategy or revenue tracking.

What other reasons have you discovered for poor CRM adoption?

Marketing superpowers to the rescue!
Marketing teams at AEC firms are uniquely positioned to help make CRM systems stick. Marketers are natural storytellers. It's in our DNA. We routinely craft stories about our projects, people, and clients. Our hands are busy with internal communications strategies and organizational development. If anyone can connect the dots from CRM data entry and management to increased sales and value, marketers can!

At my firm, we are approaching a second CRM rollout plan. We are structuring the rollout training with scenario-based stories. Every module of training will have several real-world scenarios. The best answer to each scenario is better CRM data entry practices and CRM reporting. The idea is to demonstrate value for users by giving them scenarios that happen in their world every day. Stories help connect the dots from data to value.

How would you integrate storytelling into your CRM adoption strategy?

CRM is an engine, not just another report!
​Client relationship management (CRM) is exactly what it sounds like. The engine that makes good business development possible is a well-maintained CRM. Yet, much of what makes this engine run sits siloed and disconnected in email inboxes, spreadsheets, job folders, conference handouts, and handwritten notebooks. This data is the valuable resource for our engine to deliver power.

When administered and used properly, your CRM will solve problems you didn't know existed. That fan at a previous client organization changed jobs 18 months ago. They love your people and would work with you again in second. But they don't know you have assets at their disposal in their new location. You didn't tract the contact change. That fan hires a different firm because no one managed the relationship until it was too late!

What might you be missing at your firm because of poor client relationship management?

Make it easy, make it useful!
Here are some quick and easy ideas to help boost user adoption;

• Host live demos for staff who are onboard and ready to learn. Record your demo and make it part of your new employee onboarding. This is a slow change strategy, but effective.
• If your leadership agrees, add CRM usage to performance reviews for staff who should be adopting your CRM as part of their role.
• Regularly talk about and boast about small CRM wins in leadership meetings, company updates, internal newsletters, etc.
• When staff ask questions of admin or marketing that the CRM answers, give them the link to your CRM and detail how they can find the answer.

What ideas are you willing to share that have been successful for quick and easy CRM adoption?

How will you help?
Marketers can lead the charge in CRM user adoption. Are you willing to lead that charge? Once your CRM is full of insights and useful data, you tell the story of that value. When you become the reservoir of great client and project data and make it actionable, you become indispensable. Your secret is navigating a powerful CRM engine. Help your firm make the shift!

Please share your stories of success with me. Let's all learn together!
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