Executive Briefings

Adoption of CRM System Needs to Begin Long Before Implementation Is Under Way

Adoption is truly the CRM killer. If your employees won't use your CRM system, your investment is an utter waste. However, the way many organizations look at adoption doesn't help matters. All too many adoption failures are attributed to the users -- those darned stubborn employees who can't be bothered to deal with change, even when it's for their own good. If only they would listen! How many articles have you seen about motivating your sales staff to use CRM, or showing your employees how they will benefit from its use? A lot.

This stems from a major misconception -- that adoption revolves around modifying user behavior, often after the CRM solution is in place.

In reality, the seeds of adoption issues are sown long before the system is even implemented. They are symptomatic of failures in planning, and those failures stem from the inability to acknowledge issues within the organization before the CRM selection and implementation process begins.

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Adoption is truly the CRM killer. If your employees won't use your CRM system, your investment is an utter waste. However, the way many organizations look at adoption doesn't help matters. All too many adoption failures are attributed to the users -- those darned stubborn employees who can't be bothered to deal with change, even when it's for their own good. If only they would listen! How many articles have you seen about motivating your sales staff to use CRM, or showing your employees how they will benefit from its use? A lot.

This stems from a major misconception -- that adoption revolves around modifying user behavior, often after the CRM solution is in place.

In reality, the seeds of adoption issues are sown long before the system is even implemented. They are symptomatic of failures in planning, and those failures stem from the inability to acknowledge issues within the organization before the CRM selection and implementation process begins.

Read Full Article