Consulting

CRM Compass

On the right path to greater user acceptance

Improve the user acceptance of your CRM and the efficiency in everyday sales. With the CRM Compass you can find out how your sales employees evaluate and use your CRM – and where there is still potential for improvement.

When used correctly, an effective customer relationship management (CRM) system can improve customer relationships, optimize sales and increase sales. However, the success of a CRM depends largely on user acceptance. If users don't use it to its full extent, this has serious consequences: incomplete data, a lack of overview and a lack of transparency, in short: the goals, you what to achieve, cannot be realized. For more CRM success, companies must focus on the needs of their employees and adapt the CRM to them.

WELL INFORMED: Uncover CRM opportunities

Regardless of whether it is before the introduction of a new CRM, a system or major version change, or for continuous improvement – it is worth getting a sense of the mood of your users. What wishes do employees have for a CRM? How satisfied are sales managers and sales employees in the office or in the field with the existing system? How is it used in everyday work? If you want to get groundbreaking answers here, you have to ask the right questions. The CRM Compass does exactly that and acts as a diagnostic tool that explores where and how your CRM can become even better. In this way, you get to know the opinions and requirements of your users and can put your CRM on a user-centered course.

WHAT CAN YOU ACHIEVE WITH THE CRM COMPASS?

Clarity

You know sales' opinions about your CRM and know what is already going well and where there are still problems.

CRM strategy

This knowledge helps you derive strategic goals and set clear priorities.

User acceptance

By optimizing your CRM in a user-centered way, you can sustainably increase user acceptance.

Employee satisfaction

If your CRM is optimally tailored to the requirements of your sales department, this improves employee satisfaction and motivation.

Data quality

If your sales department works regularly and happily with the CRM, you will increase the data quality.

Optimization of sales processes

A user-centered CRM saves time and costs because users can complete their tasks better and faster. This is how a CRM can develop its full potential.

Customer satisfaction

Well-maintained customer knowledge and motivated salespeople ensure optimal customer service.

Sales success

Satisfied customers buy happily and continuously. This ensures more sales and better margins in the long term.

Many companies don't know what their sales reps want from their CRM. The CRM Compass makes user needs transparent and thus points the way to a powerful CRM.

KARL MAIER, HEAD OF CUSTOMER INNOVATION CX

The process

DATA COLLECTION

Sales employees receive an online questionnaire with questions about your CRM. We take employees from different hierarchies and functions into account in order to obtain the most representative opinion possible.

COMPREHENSIVE OVERVIEW

The answers provide a comprehensive overview of how the CRM is received by employees. The questionnaire covers five core areas:

Utility – How useful is the CRM?

Usability – How easy to use is it?

Coverage – What tasks does it cover and how frequently is it used?

Enthusiam – How enthusiastic are users about using it? Experience – What is the overall impression?

A total of 84 aspects are evaluated in the five categories. The employees indicate on a scale how important the individual aspects are to them and how they rate the current status.

EVALUATION

At the end you will receive an evaluation of how you perform in the individual areas. Current status vs. dream scenario – thanks to the detailed evaluation, you can see where employee wishes and reality still differ. In this way, you can identify the areas that you should focus on and optimize from an employee perspective. The CRM Compass takes into account that employees from different functions (e.g. inside vs. field sales) and positions (e.g. manager vs. team member) may have different views. Because he collects opinions from as many colleagues as possible and clusters the survey results accordingly.

Our expert packages

The CRM Compass is your first important step towards a user-friendly CRM. You now know in which direction your CRM should go. We determine exactly how you achieve this goal with a CRM workshop and a sophisticated CRM roadmap. With guard rails such as in-depth analyzes you can further secure the path to your goal. From basic to all-round, worry-free packages – depending on the context, we select the methods that best suit you, your company and your issue.

EXPERT REVIEWS

While the CRM Compass intensively examines the user perspective, the expert-based assessment reveals potential for how you can get the most out of your CRM processes and your license potential.

IN-DEPTH QUALITATIVE METHODS

Qualitative methods such as interviews, diary or field studies complement the quantitative insights gained from the CRM Compass and allow an even better view of the CRM situation. This allows us to take a deeper look at questions that have arisen from the CRM Compass and investigate how they can be solved.

CRM WORKSHOP & CRM ROADMAP

Based on the findings, we work with you in the workshop to develop solutions on how we can increase user acceptance of your CRM. This creates a CRM strategy and CRM roadmap that is suitable for your company and records the next steps. The advantage: Thanks to the CRM Compass and possibly other measures, the decisions you make in the workshop are based on qualified data, not guesswork.

Your Contact for CX

Would you like to find out more about the CRM Compass? We are looking forward to your message!