CRM: Features or Adoption? What’s More Important?

Bruce Klaic Written by | Monday, July 11, 2022

Tags: Hubspot

CRM: Features or Adoption? What’s More Important?

CRMs have many proven benefits for any company trying to grow, but these benefits can only be enjoyed by a company whose staff embraces all the tools and features at their disposal. So, let's get into the benefits of using a CRM and how to make sure your company is making the most of it.

Understand your Customers

CRMs offer several benefits that can help improve your customer relationships. Perhaps the most obvious benefit is that CRMs give you a better understanding of your customers. With all your customer data in one place, it's easy to see who your best customers are, what their needs are, and how you can better serve them.


Another benefit of CRMs is that they allow for better segmentation. Segmentation is important because it allows you to tailor your communication to each customer based on their specific needs and interests.

Customer Retention

By keeping track of customer interactions and activity, you can quickly identify at-risk customers and take steps to keep them from leaving. CRMs also make it easy to upsell and cross-sell to existing customers by understanding their needs and purchase history.

Anticipate Needs

By tracking customer interactions, you can quickly see when a customer is due for a follow-up or when they might need additional support. CRMs also make it easy to set up automated communications so that your team can focus on more important tasks.

Improve Communication

With CRM data, you can easily see who last spoke with a customer and what was discussed. This makes it easy to pick up where the last person left off and provides context for any follow-up communications. CRMs also make it easy to share customer information with other team members, so everyone is on the same page.

Protect Customer Data Privacy

With all of your customer data in one place, you can easily see who has access to it and ensure that only authorised users can view or edit sensitive information. CRMs also make it easy to comply with data privacy regulations like GDPR and CCPA.

CRM Adoption Tips

CRMs are big investments that provide real business value – but without a clear CRM digital adoption strategy, your sales team is set up for failure.

To improve user adoption, we recommend letting your Teams in on the process as early as possible.

Start by ensuring that everyone on your team understands the benefits of using a CRM and that's why you are shopping around for one.

Invite a trusted Team Member to the demo so they can see first-hand how their workflows can be improved and ask questions you might not think of.

Have a CRM Champion

Have someone who truly understands the benefits and that works closely with the adopting Teams, so they are there to answer questions and lead the charge.

Training and Support

Provide adequate training and support so your team can get the most out of the CRM. A CRM is meant to improve workflows and save time but there is an initial investment of time that your team will have to carry out if they are to reap the benefits in the long run, making training or accreditation compulsory is a great way to ensure adoption.

HubSpot offers free training and accreditation with HubSpot Academy, this makes it simple to track where your teams are in their adoption journey.

Hold Your Team Accountable

Make sure to measure adoption rates so that you can identify any areas where improvements need to be made.

Use an Onboarding Specialist or CRM Agency

As HubSpot Onboarding Specialists we have helped many companies scale their business through proper implementation, training, and adoption no matter what package they have chosen.

By following these tips, you can improve CRM user adoption and reap the many benefits that CRMs have to offer. Your entire team will be better equipped to manage customer relationships and drive business growth.

If you're looking for a CRM to get started with, be sure to check out HubSpot! If you have any questions or are interested in a Demo of HubSpot, Reach out below!

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