"What exactly is CRM anyway?" "What's it supposed to do for me", sales people often ask.
Getting sales people to use the CRM everyday is a challenge for most organizations.
Sure, the executive sponsors can dictate its use, you can have live sales management meetings using data from the CRM system. Commissions can be tied to sales data inside the CRM system.
But if you really want to get user adoption soaring, think in terms of Sprezzatura, “a certain nonchalance, so as to conceal all art and make whatever one does or says appear to be without effort and almost without any thought about it.”
If you can get your CRM system to help the sales, customer service, marketing users increase their Sprezzatura, your user adoption will increase dramatically. Why? Because Sprezzatura is elusive to most people, and CRM technology can certainly help if done right.
