In a previous post, I discussed some techniques for getting developers on board with your Customer Relationship Management implementation. Now for the real challenge...getting users to adopt your CRM. The success of your CRM implementation hinges more on user adoption and data quality than any other factors. Despite the arguable progress in software features, driving user adoption remains the most difficult challenge of CRM implementation. Much has been written on the subject, such as Microsoft's training and adoption kit . Here are some highlights from my experience: Adopting CRM is not painless. Help users understand that it will be hard work and sometimes frustrating, but the results will be worthwhile. Setting unrealistic expectations of an easy process will make it harder to succeed. Show the support of upper management. This means communications from leaders of your organization, attending meetings on the CRM project, and participating in implementation decisions.
From James Townsend, vice president of Sylogist, thoughts on digital transformation, marketing automation, customer relationship management, Power Apps , Microsoft Dynamics 365, government contracting, customer service and more.