Ensuring strong user adoption when implementing CRM
Too many times, CRM systems are implemented without consulting the intended user community. Such an approach can be fatal to user adoption. This can result in wasted time, lost investment, and ill-will. Taking care to include others beyond straightforward selling functions is vital to success. Cross functional teams can create new functionality, leverage your CRM platform, and in "best case" scenarios provide a new road map for transacting business.
Employee surveys and on-site workshops help evaluate user adoption and analyze your needs before you begin implementing your CRM system. A detailed assessment provides you with a cross functional road map aligning critical processes, supporting data, appropriate technology, and a roll out plan tailored to your organizational requirements.
Your CRM application must add tangible value and your stake-holders should experience new performance benefits and superior results in order to succeed. Having a detailed implementation plan that includes desired functionality, cost estimates, and a project timeline will minimize risks associated with your CRM implementation and pave the way for user adoption. The key to success involves strong assurances and buy-in across user groups or communities.