Survey results how do different age groups use CRM

How do different age
groups use CRM?
Survey results...


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 other way round.

When asked:


“Roughly what percentage of the CRM system
functionality do you think you know/understand?”

On average those aged 55+
said they know/understand

53%

while those aged 18-24
said they understood

50.84%

“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?”

5.8

relevancy rating by those
aged 55+.

compared to a:

4.95

relevancy rating by those
aged 18-24.

4.91

relevancy rating by those
aged 25-34.


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:

“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.

While only...

40.54%

of those aged 18-24 felt
the same.


Finally, the 55+ group is the age
group that most understands what
using CRM is actually for.
When asked:


“Why was the CRM system implemented in
your business?”
The 55+ age group attached more importance to providing…

‘a better
experience for

the customer’
56%
than any other age group (or any other reason given) with

of the vote.


The biggest CRM ‘grumblers’?

18-24s

25-34s

8.24

7.35

… who say they spend an average of…

… 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?

45-54

4.48

That’ll be the...

55+

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.


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.


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.
Ask yourself if more departments could be reaping the
benefits of your CRM system.

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

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.