Adoption of CRM by Sales Reps

k. o'shaughnessy
Member

Posted 18-Nov-2004 08:33 AM
Hi Barry—

I would be interested in hearing any advice/suggestions you may have on how to help foster adoption of CRM among the ranks of sales reps. Innovative ideas for incentives? Executive behaviors that are especially useful?
Other approaches?
Thanks.

Posted 23-Nov-2004 10:01 AM
K,

Thanks for your question. Years ago, I wrote an article with a twelve-question test for SFA/CRM implementation success. The scoring was:

• 10+ Chances of success excellent!
• 8-9 Successful implementation likely

.

• 6-7 You've thought of most key issues.
• 3-5 You need to think about MORE key issues

.

• 0-2 Forget about it.

Note: These questions are from the sales reps' point of view (whether they give voice to them or not).

See how you do!

1. How much more work will I have to do--and for how long--before I see any personal payoff?
2. What will that payoff look like?
3. How exactly do you (my manager/company) define "increased productivity" for me/my position?
4. If introducing technology to sales means sharing information I've developed over years, and if telesales (or other indirect channels) will be taking over routine sales work (renewals, upgrades, etc), what exactly will I be doing?
5. Do you see automation reducing the need for the number of salespeople like me?
6. What will be the criteria here by which future reps are deemed successful?
7. Can the company win and I lose?
8. Can I win and the company lose?
9. How do we all win?
10. What is your (my manager's) personal commitment to this project's success? How do you (my manager/senior management) lose if the project is unsuccessful?
11. Who will train/support/coach me through the process?
12. Do you have a detailed plan to address all these issues, including the nitty gritty of coaching me (the sales rep) through to competency?

How'd you do?

You'll note that many of these questions require input from sales and senior management which is the second part of your question.

Let me know how you do on the quiz, and we can then get into more details on management actions that can be taken!