Blog on CRM adoption

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  • Proposals: 11
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  • #1883552
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Helen C.
Deepak K.Amy A.Jagendra S.Owain W. + 6 others have already sent a proposal.
  • 11


Experience Level: Expert
Num. of articles: 1
Words per article: 1800
Blog/website url:
Information for the blog/website: We are a specialist provider of a complete range of CRM consultancy services and are based in Jersey.
Industry: Business
Topic: CRM adoption
Tone: Formal/Professional
Outline & Structure: The biggest user adoption challenges in 2018
End user adoption is ….. definition.

According to Forrester, the most concerning threat in CRM Projects was that of slow user adoption (49%).

There are so many user adoption strategies pushed by companies trying to overcomplicate things and sell their consulting services. But in my experience, it boils down to getting three things right


• End users not involved in the project from the outset. Need buy in from above but also need the business involved • Communicate downside - lack of KPIs to improve sales pipeline & effectiveness of marketing or how to spend time. What does this mean for the individual?

The technical platform

1. It takes too long / doesn’t save time Too many dropdowns or mandatory fields which makes it annoying to use It’s not available everywhere e.g. mobile Not accessible (hop through different systems) Not integrated with email system Beauty of Dynamics is everything is in one place. So need to do that.

Integration with business systems

• Don’t let it be optional - make it part of the business process

In this post I will share the strategies that I have refined over the last xx years, and use to tackle user adoption challenges when working with international organisations like xxx and xxx.
Extensive research needed: no
Extra notes:

The 4 stages of end user adoption

What is the best user adoption strategy?

Creating a user adoption plan 2018

• Define the Value of CRM for the business ◦ Based around the business reasons for the KPI’s it gives a clear message for the business of why adoption is important to Crestbridge. • Assessment of stakeholders ◦ Needs and challenges from stakeholders (and understand requirements for) ▪ System Accessibility ▪ System Function ▪ Data Quality ▪ User Motivation ◦ Stakeholders groups, an example could be ▪ Board ▪ Sales Director(s) / Managers ▪ Sales Users ▪ Marketing Director(s) / Managers ▪ Marketing Users
▪ Administrators ▪ Secretaries ▪ IT • Change Management ◦ Define adoption KPI’s to show plan effectiveness. ◦ Plan and execute iterative improvements ◦ Communication Plans ▪ Commination to (and from) stakeholder groups • Commination Types (Town Hall, Sales Meetings, Training, Emails, Champions) ▪ Communication Info • Objectives and CRM strategic alignment of stakeholders • Timelines • Roles and responsibilities • Deliverables ◦ Define Support plan ◦ Define frequent reviews of adoption and championing eKey=f9c268ce-d1ed-40ab-ac4d-a125434d867e

Have you got a question about user adoption or a different approach that you use? I’d love to hear from you in the comments below.

CTA: Struggling with end user adoption? Our Engage framework provides every tool that you need to implement your CRM system, in addition to securing high end user adoption levels. Request a free consultation with Simon here

Download our free user adoption strategy template Click here

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