Monday, April 13, 2015

Sooner or Later You Must Talk to the Users

No customer relationship management (CRM) implementation can succeed without user acceptance, and the best way to gain acceptance is to talk to users and take their suggestions into account from the beginning.

If this is the first CRM implementation at your organization, some managers will avoid or delay talking to users because they think that they cannot contribute useful input without prior CRM experience.  This is a mistake because it deprives the implementation of critical information on how business processes work without a CRM, and misses the opportunity to prepare users for embracing the system when it is rolled out.

In the end, users will be talking about the CRM system, and by talking to them throughout the process you can make sure that their comments are favorable.

For more information, see my post Getting Users on Board with Dynamics CRM. http://blogs.infostrat.com/2015/02/getting-users-on-board-with-dynamics.html

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