Katrina Oko-Odoi
Sr. Content Marketing Manager
Deciding to implement a CRM is one thing. Getting your whole team on board and actually using it how you intended is a whole other feat.
Which is why we talk a lot with new customers about how to make sure their CRM implementation doesn’t flop (we even held a webinar about it — watch the recording here). We’ve found that it all comes down to getting your team to buy in from the start. And to do that, you’ll first need to:
- Ask the right questions to set clear goals
- Align expectations between your decision makers and users
- Empower the people to power the product
Whether you’re just getting started with Copper or you’re adding new features or fields, working around these three pillars helps keep your whole team on the same page. Let’s dive in.
Asking the right questions to set clear goals
Start by asking these four questions before setting any goals with Copper. This will help you iron out details and clarify your objectives to keep everyone in sync.
(1) What problem is Copper solving?
The problem could be anything from a lack of visibility into your workflows to lacking a process altogether. It’s important to know what problem you’re solving with Copper so you can always come back and reference it if adoption starts to dip.
(2) Why didn’t our former solution work?
Take stock of what you’ve already done to solve the problem before moving to Copper. It’s always helpful to understand where your previous CRM (or spreadsheets) fell short so you don’t duplicate the same issues.
(3) How will we use Copper to solve this problem?
Isolating the features of the Copper platform that are most useful to your needs is a smart idea for many reasons. For one, it helps identify where you should start with the setup process. It also ensures that as you adopt new use cases and grow, the primary problem stays in focus.
(4) Who will be managing and using Copper daily?
Make sure everyone’s clear on who will be managing Copper and who will be using it daily. Take it a step further and identify who your active and passive users will be. You’ll likely have people who will actively be using the platform (by entering data, communicating with customers) and users who will be using it passively to view data only. This knowledge will help you decide what plan level and number of seats you need so you can lay a really nice foundation for some excellent Copper engagement.
Aligning expectations between your decision makers and users
It’s super important that the decision-maker behind the investment has intentions for Copper that resonate with the team and end-users — from sales reps to your marketing team and customer success specialists. Your end-users may not be involved in the initial investment, but they still need to feel invested.
You might have big plans, but it will be tough getting the buy-in you want if you don’t think about your end-users and their needs.
One of the best ways to gain buy-in is through cultivating Copper champions. A Copper champion is someone who will learn, advocate for, and take an active role in the onboarding and usage of Copper. They’re like little Copper influencers for the rest of the team — because there’s no replacement for a recommendation from a peer.
Include these champions in your implementation discussions and take their feedback seriously. Encourage these individuals to use their voice to improve the setup of the platform and invest in its success.
Once your champions gain access to the platform, they’ll see their advice in action and feel a personal stake in the platform’s success. They’ll feel more invested down the line when you call on these champions to help motivate their peers.
Empowering the people to power the product
Copper is the product, but it can’t come to life without the people. As our onboarding specialists like to say: “Your CRM is really only as useful as the data you have in it.” So it’s critical for your people expectations and product expectations to be separate and defined.
Here are a few ways to make sure your people can get the most out of the platform:
(1) Remove any barriers to entry
For example, as a leader, you might have specific data points you want to enforce, but those data points may cause unnecessary friction for your team.
We always like to ask, “Is this a necessary piece of information?” If there’s no need to filter or report on the information, it may not be a critical data point to record in Copper.
(2) Create simple and relevant workflows
Similarly, it’s important to ensure your workflows are simple and relevant. Use terms your team is familiar with. For example, you might rename your object types to be more familiar, like changing “leads” to “prospects” or “pipelines” to “client deals.”
(3) Create a best practices document
Documenting your standard operating procedures (SOPs) or best practices is another way to keep engagement at a maximum. You can use these SOPs for monthly or quarterly refreshers, as well as to onboard new hires. Having a standardized document makes for a nice guideline for ongoing Copper training across the organization.
Hit your goals with Copper
Getting your team to buy into Copper is a crucial first step if you hope to achieve your larger organizational goals. By following the three tried-and-true pillars above, you’ll be more likely to see the kind of high adoption rates you’re hoping for.
If you’re new to Copper, sign up for a 14-day free trial today to see how simple it is to streamline your processes and build lasting relationships with our CRM.
