4 steps that keep Microsoft Dynamics 365/CRM implementations from running off the rails

Poor user adoption is consistently cited as the main reason why CRM projects fail to deliver against expectations.

One day, users are happily working away on systems they're comfortable with and know inside out. OK, they may have some limitations, but your users have come up with some highly creative work-rounds to get things done. And while these might seem time and labor intensive, from their perspective it all works - and ‘if it ain't broke - why fix it?'

Then, out of the blue, they're being told to work with a new system they didn't ask for, weren't consulted about, and now have to learn overnight. Little wonder many revert to the old ways of doing things - or won't play ball at all.

Fact is that all too frequently, the issue of user adoption is a bit of an after-thought for CRM project teams. And, as I have learned from experience, scheduling some training post-implementation isn't going to be enough to win hearts and minds, or boost user uptake.

Here are my top five recommendations for getting everyone onboard with CRM.

1.     Involve users - from Day 1

For any CRM system to be considered a success, it must meet the needs of its users.

When you first start out and begin to define your CRM requirements, it's going to be vital to talk to the individuals and teams that ultimately will be using the new system.

That means that from day one you'll need to be transparent about what you're planning and be clear that you want to give them a voice in the planning and implementation process.

Independent cost management consultancy firm