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Survey Results: How do different age groups use CRM?
How do different age
groups use CRM?
We all know the benefits of using CRM – but
does a user’s age have a role to play in its
It appears it does – according to the results of Redspire’s CRM survey, the older
you are, the better you believe you are at using CRM and exploiting its benefits
on multiple fronts including relevancy and functionality.
Indeed, while some may cling to the stereotype that the young are more
technically astute and keener to embrace tech than their seniors, the survey
suggests that, when it comes to using CRM, it’s actually pretty close, or in some
cases, the otherway round.
“Roughly what percentage of the CRM system
functionality do you thinkyou know/understand?”
On average those aged 55+
said they know/understand
while those aged 18-24
said they understood
“On a scale of 1-10 (1 being low, 10 being high), how
would you rate the relevance of information presented
to you in your CRM system?”
5.8relevancy rating by those
4.91relevancy rating by those
compared to a:
4.95relevancy rating by those
But the 55+ age group is also the
most demanding of their company’s
use of the platform, believing that
there is room for improvement
when using CRM.
“Do you feel you would get more value from your CRM if
more departments in your business used it?”
64%of those aged 55+ believed
that they would.
40.54%of those aged 18-24 felt
Finally, the 55+ group is the age
group that most understands what
using CRM is actually for.
“Why was the CRM system implemented in
the customer’than any other age group (or any other reason given) with
56% of the vote.
The 55+ age group attached more importance to providing…
The biggest CRM ‘grumblers’?
18-24s… who say they spend an average of…
25-34s… who weigh in with
… hours a week gathering data for reports that they believe their CRM could produce for them.
And the age groups who grumble the least?
That’ll be the...
… age groups thus proving once and for all that if you’re middle-aged or older, you’re not
turning into a ‘grumpy old person’. Fact.
Although the belief that the older
generation are not as technically apt
has been proven wrong, this has another
meaning for your CRM. You need to
ensure that you are training the younger
generation to use your CRM system if
your project is to be successful
Ensure your CRM system has been optimised whatever
the age group using it.
Avoid ‘grumbles’ mounting about your CRM by asking
for feedback from staff.
Improve CRM effectiveness by offering training across
Askyourself if more departments could be reaping the
benefits of your CRM system.
Maximise the potential of your
CRM with this report on what
benefits and issues companies are
experiencing with their platforms
across the UK.
To uncover more insights into
how business is deploying CRM,
download Redspire’s free in-depth
Report: What people
really think about CRM