Hello, this is Matsubara, CRM Evangelist.

Even if you include an "emotional temperature" field in your CRM, simply telling people to "please enter it" won't necessarily lead to it becoming a regular feature in the workplace.
Unlike behavioral data, where scores are automatically added, emotional temperature requires the individual's judgment and therefore takes extra effort to input.
This time, we will organize operational strategies to smoothly integrate this subjective input into the workplace.

Why is subjective input often given lower priority?

First, it's necessary to understand why emotional temperature input is difficult to retain.
There are three main reasons.

• The anxiety of "not knowing the correct answer"The doubt, "Is this temperature right?", makes me stop typing.
• I can't really grasp the meaning of the input.If it's unclear what it will be used for, it will be put on the back burner.
• It feels like a hassleIt feels like it adds an extra step on top of entering visit records and meeting notes.

Lowering these psychological hurdles one by one is the quickest way to ensure their adoption.

Tip #1: Simplify the options as much as possible.

The basic approach to inputting emotional temperature is to limit it to a simple selection of about four levels, such as Hot, Warm, Cool, and Cold, rather than a detailed numerical evaluation.
Overly detailed evaluation criteria increase confusion about "which option to choose," ultimately causing users to stop inputting data.
By keeping the level of detail selectable with a single click, you can reduce the psychological burden of feeling the need to "evaluate accurately."

Tip #2: Integrate the input timing into existing tasks.

If you separate the task of "inputting emotional temperature" into a different task, it's more likely to be forgotten.
It's important to allow users to select emotional temperature at the same time they input meeting notes or visit records, using the same screen and workflow.
The first step to establishing a routine is to avoid creating a situation where you think, "I'll enter it all later."

Tip #3: Return the "meaning" of the input in a way that is visible to the field.

The most effective approach is to create a situation where the person in charge can see and understand how the data they enter is being used.
A two-axis matrix overlaying nurturing score (objective) and emotional temperature (subjective).Using this tool, even the person in charge can see discrepancies, such as "a customer I thought was hot is actually not that active according to the behavioral data."

By actually seeing this discrepancy, the feeling you had been inputting "intuitively" gradually changes to a feeling of "making judgments by comparing them with behavioral data."
Input accuracy improves naturally by creating a feedback loop rather than by imposing strict rules.

Tip #4: Use discrepancies as a starting point for dialogue, rather than simply pointing them out.

When a discrepancy is observed on a two-axis matrix, if a manager uses it as a "pointing out an input error," the person in charge will start avoiding inputting emotional temperature data altogether.
The important thing is to use the discrepancy as a starting point for a dialogue that delves into "why you felt that way."

Starting a conversation by pointing out a discrepancy, such as, "This customer's emotional temperature was high, but their score wasn't that high. Was there a conversation that was decisive?", transforms the 1-on-1 from a "place for being grilled" into a "place for sharing insights." When this atmosphere is created, the person in charge will be more honest and careful in their input.

Tip #5: Start small.

If the company-wide directive "Starting today, please be sure to input your emotional temperature" is issued simultaneously, it is likely to cause confusion in departments that are not yet accustomed to the process.
It's recommended to start with a pilot operation involving one team or a few people, and then refine the timing of inputs and evaluation criteria while incorporating feedback from the field.
The implementation will proceed in stages.This way of thinking applies directly to the management of emotional temperature.

Tip #6: Ensure the team has a consistent set of evaluation criteria.

The definition of "hot" varies depending on the person in charge.
What one person considers "quite positive" might be "still waiting to see" for another.
Regularly setting aside opportunities for the team to confirm benchmarks, such as "this level of response is warm," using actual business negotiations as examples, will increase the comparability of the data.

Tip #7: Managers themselves should take the lead in entering the data.

One factor that surprisingly has a significant impact on adoption in the workplace is "how the managers themselves use it."
When a manager attends a business meeting, they also input their own emotional temperature and share the reason with the team.
—This accumulation of experiences creates an atmosphere where people understand that "this isn't just a tool for evaluation, but a common language that everyone uses."

Summary

Subjective inputs like emotional temperature don't stick well if you only enforce them with rules.
Lower the barrier to input, provide feedback that allows users to understand the meaning of their input, and use discrepancies as a starting point for dialogue.
—This accumulation of experience supports its establishment in the workplace.
EMOROCO CRM Lite's two-axis matrix is ​​designed as a mechanism to support these kinds of operations.

EMOROCO CRM Lite costs ¥1,500 per user per month (minimum 3 users) and has no initial setup fee, with a 30-day free trial.https://www.emoroco.com/You can start from there.
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Related article

• A "two-axis matrix" of nurturing score and emotional temperature
• MA Lead Nurturing Scoring Function Guide
• 3-Step Introduction Guide