CRM adoptionSupered, implemented at Pearl
A process sales reps actually loved
Rolling out Supered inside Pearl’s HubSpot, where Kevin was the first ops hire, to get four teams using the CRM the same way.
- Tool
- Deployed at
- Designed a “carrot over stick” CRM philosophy that sales reps actually loved
- Drove adoption across sales, CS, onboarding, and support
- Reduced errors without adding friction to the sales workflow
Most CRM adoption programs work by blocking people
Required fields. Validation rules. A manager chasing the reps who skipped them. It works right up until people start routing around the system entirely, and then you’ve got worse data than when you started plus a team that resents the tool.
Carrot over stick is the opposite bet
Supered puts the guidance where the rep already is, inside the CRM, at the moment they need it. That made it possible to design for the correct path also being the fastest path. Clean data stopped being something to enforce and became a side effect of people doing their job the easy way.
That’s what got adoption across four teams instead of one: sales, customer success, onboarding, and support. Errors dropped, and not one step got added to the sales workflow to make it happen.
Teams touched
- Sales
- Customer success
- Onboarding
- Support