To encourage staff to use CRM, it must be an essential step in the process. If staff don’t need to use the system, they won’t. Its just a fact of change management, there must be a motive. If part of the process defines using CRM then they probably will, over time some affection will arrive and as they begin to get used to the system they will use it more effectively and willingly. Nothing is perfect first time, so hold regular meetings to discuss the functionality of the system and how this could be improved. Feedback is key; so ask users what they like/don’t like and use customisation and training to solve these issues.