Executive Briefings

If Managers Fail to Promote CRM Projects, Such Initiatives Themselves Are Likely to Fail

As anyone familiar with CRM knows, adoption is the key to whether you live or die by your CRM solution. You can make detailed plans, do arduous research, negotiate great deals, execute a deployment plan flawlessly -- and then see it all go for naught when your users fail to use the system. The reasons users shy away from using CRM are many and varied, and many of them have to do with the idiosyncratic ways that people work. Change is tough -- but not changing is much tougher, and managers need to motivate and guide workers through the transition from "the way we've always done it" to a CRM-centric approach to business.

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As anyone familiar with CRM knows, adoption is the key to whether you live or die by your CRM solution. You can make detailed plans, do arduous research, negotiate great deals, execute a deployment plan flawlessly -- and then see it all go for naught when your users fail to use the system. The reasons users shy away from using CRM are many and varied, and many of them have to do with the idiosyncratic ways that people work. Change is tough -- but not changing is much tougher, and managers need to motivate and guide workers through the transition from "the way we've always done it" to a CRM-centric approach to business.

Read Full Article