Most CRM deployments start out with great intentions. However, it’s documented that almost 70% of CRM implementations fail. While there are several factors that can lead to poor implementation results, lack of user adoption is one of the primary reasons why CRM projects fail. The best-designed CRM system in the world is worthless if your employees aren’t using it. It is rather common to find that many companies that invest in CRM solutions often underestimate the time and expense this crucial step to CRM success requires.
Change in any organization inevitably draws resistance. This is especially true when the change has to do with the implementation of new software. It is important to recognize that user adoption is all about changing user behaviors; it is not about technology. It doesn’t matter how great your solution is: if your people, processes and technology aren’t aligned, your chances of success are greatly reduced.
Whether your company is considering a CRM solution or you’ve deployed a system with less than favorable results, it’s not too late to get on the right path. Developing and implementing a user adoption strategy is key to a successful deployment. Before a user adoption strategy is created, conducting an analysis within your organization to determine how policies, processes, reward systems, communication activities, job descriptions, leadership, and how existing user attitudes and behaviors may affect adoption will reveal potential caveats. Part of your strategy could include continual training or compensation incentives to help guarantee success. Be sure to visit the NexusTek website for additional CRM resources.
By Natalie Wilcox, NexusTek, Inc., your Denver, Colorado area Microsoft Certified Partner.