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Survey Results: How do different age groups use CRM?

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Discover if employee age plays a role in getting the best from your CRM system. We all know the benefits of using CRM – but does a user’s age have a role to play in its successful deployment?

Publicada em: Marketing
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Survey Results: How do different age groups use CRM?

  1. 1. How do different age groups use CRM? Survey results...
  2. 2. We all know the benefits of using CRM – but does a user’s age have a role to play in its successful deployment? 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. When asked:
  3. 3. “Roughly what percentage of the CRM system functionality do you thinkyou know/understand?” 53% On average those aged 55+ said they know/understand 50.84% while those aged 18-24 said they understood
  4. 4. “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 aged 55+. 4.91relevancy rating by those aged 25-34. compared to a: 4.95relevancy rating by those aged 18-24.
  5. 5. 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. When asked:
  6. 6. “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 the same. While only...
  7. 7. Finally, the 55+ group is the age group that most understands what using CRM is actually for. When asked:
  8. 8. “Why was the CRM system implemented in your business?” ‘a better experience for 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…
  9. 9. The biggest CRM ‘grumblers’? 18-24s… who say they spend an average of… 25-34s… who weigh in with 8.24 7.35 … hours a week gathering data for reports that they believe their CRM could produce for them.
  10. 10. And the age groups who grumble the least? 45-54 55+ That’ll be the... 4.48 6.04 … 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.
  11. 11. 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 company-wide.
  12. 12. Takeaways: 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 your company. Askyourself if more departments could be reaping the benefits of your CRM system.
  13. 13. Report: What people really think about CRM 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 survey: Report: What people really think about CRM Download Now