Picture this.

It's been 6 months since you went live with your brand new CRM. It looked great and ticked all the boxes in the demo and the launch went perfectly.

But...

Today half the team is back to using spreadsheets, and there's a bubbling air of resentment toward the new system that cost time and effort to implement, and is now sat costing you money while not being used. 

The issues that you hoped to solve by bringing the software in are still there, and you're no better off than you were 6 months ago, only slightly more frustrated. 

Sound familiar?

You're not alone. We've seen this all before and, spoiler alert, the answer couldn't be easier.

The first thing to know:

It's (probably!) not the software's fault!

When a CRM flops, it's rarely because the wrong system was picked.

It's because the people who are going to be using it every day were left behind in the decision-making process. 

This is the whole reason our Business First, Software Later motto was created. We're business consultants first and Zoho specialists second.

Get the people side right, and the software becomes a real asset to your business. Skip it, and it becomes just another annoying thing that "management" are telling people to use, that everyone eventually finds a workaround.

The cost of leaving your team behind!

It's tempting to think that even though the team haven't taken to it, it will still do the basics and things will just stay as they were. Sadly not. You end up with:

The bills but not the benefits. Licences, setup, moving data and training all still cost money.

Information in two places. Half in the new system but half still in spreadsheets or emails. And nobody truly trusts either.

A team that's wary of change. Next time you suggest something new, they'll roll their eyes and remember how well this one went.

If you've committed to spending the time and money researching, implementing and launching a new system, make sure you've done everything you can to make it a success. 

3 simple things that make all the difference.

1. Bring your team in early

If the first time your team hears of a new system is the day they're told to use it, you're already on the back foot.

People support what they help build.

Ask them what drives them mad about the current way of doing things.

They'll spot problems a manager or consultant would miss, and they'll feel it's their system, not something done to them.

2. Treat is as a people change, not an IT job.

A new CRM changes how people spend their day, so plan for that.

Pick a few respected team members to be your "champions" who can answer questions and lead by example.

A colleague showing the way works far better than a memo.

And expect a bit of pushback. That's normal, not a sign it's going wrong.

3. Keep talking after launch day

Most businesses explain the new system well at launch, they do the training, then go quiet.

Not the successful ones!

They keep explaining why it matters long after the launch. 

Have a plan that spans the first 6 months of the new software. 

Set KPIs, meassuring things your team actually care about, like how long it takes to input or find information about a client, or how easy it is to use. 

Create space for check-ins or forums where your team can openly talk about what's going well or what they hate. Make this anonymous if you need to so people feel even more confident to speak up.

4. Bonus Point! Act on what you see!

So many people hear the feedback from their team, then do nothing about it. 

We get it, it's hard to find the time. 

This is why your CRM Project isn't finished at the launch. 

During those first 6 months, when you're checking in with your team about the system, make time to action any change requests that come along. 

This might be actually making the change in the system, or talking them through a new process so they understand it more clearly. 

Ignoring change requests, however big or small, gradually builds resentment toward the software over time. 

Act on feedback, show your team you care about their opinion and they'll feel a sense of ownership over the system that you can't get any other way.

The tech is the easy bit.

Choosing good software matters, but it's only half the job.

The real magic happens when your team is on board, supported and listened to. Get that right and your CRM does what it's meant to do: make everyone's working day easier.

Let's have a chat

Thinking about a new CRM, or wondering why your current one isn't quite landing? As a small, family-run team, we take the time to get to know your business and your people before we touch any software.

Get in touch for a friendly, no-pressure chat. We'd love to hear from you.