Chapter 10

Getting Your Team to Use It

Why people avoid a CRM, the few rules that matter, how to train in small steps, what managers do that helps or hurts, how to include field staff, and how to keep the habit going.

6 lessons · about 36 minutes of reading

Lessons

1. 1Why People Avoid a CRMPeople rarely skip a CRM out of laziness. They skip it because it costs them time and gives them little back. Find the real reason and you can fix it.6 min read
2. 2Simple Rules Everyone FollowsA CRM needs a few rules that fit on one page. Here are five that do most of the work, how to define your stages, and how to get people to keep to them.6 min read
3. 3Training in Small StepsOne long training session teaches people very little. Here is a four-week plan of short sessions that use real customers and build one habit at a time.6 min read
4. 4What Managers Do That Helps or HurtsYour team will treat the CRM exactly as seriously as you do. Here is what managers do that builds the habit, what quietly kills it, and how to run a meeting from the screen.6 min read
5. 5Mobile and Field StaffPeople who work from trucks, job sites and customers' homes won't log anything at 6 pm. Here is how to design their part of the CRM around a phone, a bad signal and 60 seconds.6 min read
6. 6Keeping Up the HabitLaunch energy fades, and then the data slowly goes stale. A 15-minute weekly check, a monthly question and a few sensible measures will keep the CRM alive.6 min read