Introducing a new CRM to your team? Amazing! It’s a big step forward and one that can deliver real value when your team feels confident, supported, and excited to use it… But successful adoption is about more than just sending out login details. It’s about building momentum and making the CRM something your team actually wants to use. After all, it should make everyone’s day-to-day work easier, not just improve reporting behind the scenes.
The Problem: Why Teams Don’t Love Their CRM
Here’s the brutal truth from the trenches:
43% of businesses only use less than half of their CRM’s features. That’s like buying a sports car and only driving it in first gear.
The Real Reasons Teams Resist:
❌ They weren’t involved in choosing it – feels forced on them
❌ Training was a one-hour meeting – now they’re lost
❌ It’s set up wrong – so it creates more work, not less
❌ No one explained the “why” – just another task to tick off
❌ It doesn’t fit their workflow – so they find workarounds
❌ Leadership doesn’t use it – so why should they?
Here’s how to help your team fully embrace the CRM and dodge the dreaded “Can we just go back to the old system?” groans.
1. Start the Relationship Right: Involve Your Team Early On
The mistake: Announcing a new CRM in a Monday morning meeting and expecting applause.
You’ve probably heard it a million times “Teamwork makes the dream work” (yes, we know, we hate that saying too.) But it’s spot on when it comes to CRM success.
Don’t just surprise your team with a new system and hope for the best. If you haven’t picked your CRM yet, why not get them involved with the selection process? Ask for their input on features they need. When your team feels involved, they’re much more likely to actually use it, and that… is one of the secrets to getting them to embrace it from the start!
The fix: Get your team involved before you choose the platform. Ask them:
- What frustrates you about the current system?
- What features would actually make your job easier?
- What would make you excited to use a CRM every day?
Why it works: People support what they help create. When your team has input, they’re invested in making it succeed.
2. Set Clear Expectations and Objectives
The mistake: “We’re implementing a CRM to improve things.”
No one likes a vague goal. So, define clear expectations and objectives for how the CRM will be used across your team. Is it increasing sales? Improving customer retention? or streamlining communication? Make sure your team knows why the CRM is essential for achieving these goals.
The fix: Be specific about what success looks like:
You can do this by making it crystal clear – for example:
✓ “We’re increasing sales by 15% this quarter by automating follow-ups”
✓ “We’re cutting admin time by 5 hours per week per person”
✓ “We’re improving customer retention by tracking touchpoints”
Why it works: Your team needs to see how the CRM helps them hit their goals, not just how it makes reporting easier for leadership.
3. Train Properly (Not Just a Quick Demo!)
The mistake: One training session, then “good luck!”
New software can be intimidating, It can feel like a labyrinth but it doesn’t mean your team has to get lost. Think videos, manuals quick reference guides, anything to turn confusion into confidence! We see you CRM champions… every team has one, it’s your job to become the CRM buddy and the go-to person to support the team to get up to speed.
The fix: Create multiple learning touchpoints:
We recommend offering tips, tricks, and hacks that make the system feel less like a mystery and more like second nature. And don’t forget, being a CRM buddy isn’t about knowing everything right away, it’s about showing your team that it’s okay to stumble, ask questions, and learn together.
The fix: Create multiple learning touchpoints:
Week 1: Core basics everyone needs
Week 2: Role-specific training (sales vs. marketing vs. support)
Week 3: Advanced features and shortcuts
Ongoing: Monthly “tips and tricks” sessions
Make resources accessible:
- Quick reference guides at their desk
- Video tutorials they can rewatch
- A “CRM buddy” system for questions
- Slack channel for troubleshooting
Why it works: New software is intimidating. Multiple learning opportunities = confidence, not confusion.
4. Encourage Ongoing Learning and Feedback
The learning process doesn’t stop after the initial training. Encourage ongoing learning through regular check-ins, refresher courses, or monthly workshops. There should be access to resources like online tutorials and forums where your team can learn more about advanced features if they get stuck.
Maybe even throw in a ‘lunch and learn’ or to keep things lighthearted, we do this here at WeDoCRM (so we know it works). And remember: feedback isn’t just a suggestion box gathering dust. Create an open channel where your team can ask, gripe, or share how the CRM could be even better. When they know their voices matter, they’re more likely to stick with the system and push it to its full potential.
5. Celebrate Wins – Big and Small!
Don’t wait for perfection. Celebrate progress!
People like to feel appreciated, especially when they’ve tried to learn something new. Celebrate your team’s milestones and CRM wins – admin time down by 3 hours per week? Celebrate. Team hit 80% adoption in the first month? Celebrate. Everyone is actually logging their calls now? Celebrate! Who doesn’t love a good celebration and any excuse to get some cakes in?
How to celebrate:
- Shout-outs in team meetings
- Quick wins shared in Slack
- Monthly “CRM hero” recognition
- Lunch and learns with cake (always effective)
Why it works: Recognition reinforces behavior. People will keep using it when they feel valued for their effort.
A New CRM System Doesn’t Have to Feel like a Dreaded Task
Whether you’re implementing a new CRM or trying to breathe life into one that’s gathering dust, we can help.
With over 80 combined years of CRM experience, we’ve seen every scenario, from smooth sailing to complete chaos. We know what works, what doesn’t, and how to get your team actually excited about using their CRM.
Let’s chat about your situation. No pressure, just honest advice about what would work best for your team!
Get in touch – we’d love to help your team fall in love with their CRM.
Want more insights? Check out:
- CRM Trends – Where we predicted things coming for the future
- AI and CRM: Enhancing Personalisation – Deep dive into AI magic
- CRM Audit Services – Find out if you’re ready
- Reimagining Retail CRM Whitepaper – Industry-specific insights
