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Taking User Adoption to the Next Level for CRM

Taking User Adoption to the Next Level for CRM

[vc_row][vc_column][vc_column_text disable_pattern="true" align="left" margin_bottom="0"]User Adoption, User Adoption, User Adoption!  Everybody is talking about it.  You are probably reading this blog post because you have either implemented CRM at your organization or you are in the process of doing so.

To kick things off let’s review the principles of good User Adoption:

  1. Executive Sponsorship
  2. Clearly defined Business Objectives
  3. Involve the Users in Creating the Solution
  4. Create the Right Incentives
  5. Make your CRM journey iterative
  6. Train and Reinforce

I can also tell you that the 3 key principles to living a longer and healthier life are:

  1. Eat a Healthy Diet
  2. Exercise
  3. Don’t smoke

Simple right?  Our health problems are over… just follow the principles!  Exactly.  It isn’t that straight forward.

The same goes with CRM.  If User Adoption was easy, everyone would just be doing it and not mostly just talking about it.

How do we tackle Adoption at Zero2Ten?

We start with the Principles.  The principles are KEY.  If you don’t follow them, you are very likely to fail.  The key to success is digging in and defining your roadmap for Adoption in your organization by defining, measuring, rolling out and reinforcing what Adoption is and how it is being measured.

Let’s start by defining Adoption.  You can think of CRM initiatives as having 2 critical criteria:

  • Define and achieve Key Business Outcomes
  • Define and get User Adoption to support these Outcomes

When you put the two together, you get the Zero2Ten Adoption equation:

Each organization is going to have a different name for this Outcome.  Some will call it User Adoption.  Others will name it Business Adoption.  Whatever name you put on it, the important thing is how do you go about getting it?

In order to help our customers achieve this next level of Adoption we have created an Adoption Framework that includes:

Measure. The first thing we need is a system to score our effort.  We have developed a 3 tier system to defining Adoption for each user:

Level 1 – CRM Compliant
Level 2 – CRM Efficient
Level 3 – CRM Effective

This allows the organization to start to track how each user is progressing through their Adoption journey.

[/vc_column_text][/vc_column][/vc_row][vc_row fullwidth="false" attached="false" padding="0" visibility="" animation=""][vc_column border_color="" visibility="" width="1/2"][vc_column_text disable_pattern="true" align="left" margin_bottom="0"]Next we go through a 3 part series of workshops for each level of Adoption that consists of:

  • Design – This stage defines the specific goals for each level, how they will be measured and tracked
    1. What are you Top 3 Business Outcomes?
    2. How would you measure them?
  • Rollout – This stage defines the rollout strategy for each level of Adoption.
    1. How are you going to communicate the goals for this Level of Adoption in the organization?
    2. How will you ensure that they are continuing to achieve this level of Adoption?
  • Reinforce – This stage defines how you are going to reinforce Adoption for each level
    1. What incentives are you putting in place?
    2. What ongoing training are you providing?

[/vc_column_text][/vc_column][vc_column border_color="" visibility="" width="1/2"][vc_single_image image="3931" alignment="center" border_color="grey" img_link_large="" img_link_target="_self" img_size="large"][/vc_column][/vc_row][vc_row fullwidth="false" attached="false" padding="0" visibility="" animation=""][vc_column border_color="" visibility="" width="1/1"][vc_column_text disable_pattern="true" align="left" margin_bottom="0"]If you are serious about getting to the next level and attaining Outcome Adoption using Microsoft Dynamics CRM, reach out to us and let’s start the conversation.[/vc_column_text][/vc_column][/vc_row][vc_row fullwidth="false" attached="false" padding="0" visibility="" animation=""][vc_column border_color="" visibility="" width="1/1"][vc_separator color="grey" align="align_center" style="" border_width="" el_width=""][/vc_column][/vc_row]

CRM Best Practices, Customer Relationship Management