User adoption is always the
final sticking point in a successful CRM program, even if your company has
heavily focused on it. Maybe you've
selected a knowledgeable, proven partner to aid in your implementation. Or, you've been proactive in your CRM
program by reviewing processes and establishing a steering committee. Perhaps,
you have provided the exact technology needs to the users and trained them
thoroughly. At the end of the day, if
your users aren't able to see management using the CRM technology AND if the
CRM program doesn't provide operational value to them-adoption will be an issue.
It is important to plan
directly for user adoption. Common
issues with sales management and user adoption fall into a few buckets, for
1. CRM becomes
a Friday morning pipeline update database, nothing more, nothing less.