Boost ROI on your CRM implementation
April 3, 2009 1 Comment
A good article related to the importance of user adoption in order to achieve success during your CRM implementation. The best laid strategy won’t work if you don’t have user acceptance, and simply saying “They’ll use it because I will make them” many times doesn’t work as well as planned.
CRM software tools have improved almost beyond recognition over the past few years. Where the old systems were clunky, cumbersome and difficult to use, the latest generation boasts seamless integration with tools people are already using every day. The barriers to successful use are much lower than they have ever been before.
So why do so many CRM implementations still struggle? Several years work implementing CRM in a wide range of organisations points to a single, overarching factor: inadequate change management.
A successful CRM implementation must be an integral part of overall company strategy, driven by senior executives. But that is not enough: it must also pay very careful attention to the needs, desires and work practices of those who will actually use the system every day.
Read the rest of the article by clicking on the link below: