User Adoption

This week’s blog topic of ”What do users get in exchange for buying into a CRM platform?”  Tracy Kinsey's 26+ years’ experience working directly with customers has generated a common theme.  That theme or promise is that the users will see productivity gains and process improvement, but the facts point to a high percentage of post implementation let downs.

The CRM world is a much different place now than when I found it over 20 years ago. I have seen a fundamental shift in the overall approach to CRM, the processes that we embed in our solutions and the technologies that we leverage to access and exploit the information that we have captured. One of the most fundamental changes that have occurred is the rampant demand for mobility.

When CRM Stalls: Kicking It Up a Notch

Why do businesses go to the effort to select, buy and deploy CRM applications but then fail to fully train the employees who need to work with them? Many businesses have mistaken "ease of use" for "no need for training," with limiting results. Others have provided limited training to a core cadre of employees, leaving half-trained users to train other untrained users.

Understanding and retaining customers is critical to the success of any organisation. This concept is the core tenant for customer relationship management (CRM) solutions deployed by businesses around the world. To be effective and deliver a real return on investment, a CRM solution needs to be easily accessible, widely adopted and enable people to get the information they need from it to easily do their jobs.

I see customers trying to implement CRM systems with super-sized reporting requirements which can produce a disastrous user experience.

I was at a customer function and was asked about best practices directly tied to CRM dashboards and reporting.  The customer’s question was specific to report performance and user experience when individuals are empowered to create personalised dashboards and/or reports.  Could building personalised dashboards drawing from the entire CRM data model bring the CRM system to its knees?