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Wednesday, January 19, 2022


    Manage Resistance

    Katy Stephenson of ITEC Systems discusses issues that can arise in the implementation of a new CRM

    Implementing a new recruitment CRM is a big transformation for many agencies. Processes, workflows and sometimes even job roles can change and you may find that not all employees are onboard with the new system. It’s not uncommon for senior management to have to face this sort of resistance from staff but more often than not, it’s something that can be dealt with.

    Why Do People Resist?

    People can resist change for many reasons but one of the most common is that they are set in their ways. When people have the “but we’ve always done it this way” mindset, they often refuse to adopt new ways of doing things because they’re stuck in the past.

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    There is also the fear of the unknown which can cause resistance as people are unsure of what the future brings and how much they’ll need to learn. They could be apprehensive about not understanding a new CRM as much as the previous one and worrying that it will affect their work.

    What Are The Effects?

    Resistance is likely to have a negative impact on a business as ultimately, it leads to lower usage of the system. And if not everyone uses the CRM correctly, you are at risk of wasting money on a redundant system which can’t achieve its full potential.

    You may also witness the deterioration of data quality through inconsistencies and discrepancies in KPIs and reports, making the CRM harder to use and less reliable.

    How Can You Reduce Resistance?

    There are so many different ways you can deal with resistance so before you decide on any action, it’s important to know how severe it is. Are there consultants refusing to use it or is it just chit chat by the water cooler?

    First off, regardless of whether you are facing resistance or not, you should make your staff know exactly how they should use the CRM and ensuring they are all trained regularly to the same level. Don’t forget to check everyone has access to the correct hardware too as this can often be a barrier to the adoption of a new system. Your supplier should have sent you a ‘tech spec’ when you first bought the system which provides all the information you need on what requirements your infrastructure and hardware should meet. If you don’t already have one, make sure you get your hands on it!

    You should also monitor your consultants’ usage and make everyone aware that it could form part of their appraisals. Then you can recognise and reward those that use the system well to encourage others to make more of an effort.

    Getting senior leaders and influencers in the business involved in promoting the new CRM can also encourage user adoption. It is important that they highlight the benefits of the change to the company and individual people so they can see the positives.

    You can do your very best to manage resistance but don’t get down about it if not everyone miraculously gets on board. It will always be a working progress and can take some time and resources but it’ll be worth it in the end.

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