you are like many companies, you likely have multiple system
stakeholders -- executives, management, and front-line employees (main
end users) that have some level of interest and ownership in your CRM
system. Each of these system stakeholders has one primary question in
mind: "What's in it for me?"
Important keys to maximizing user adoption are gaining a clear
understanding of each stakeholder group's needs, maximizing the benefit
for each of them in the CRM system's design, and then training them how
to most effectively leverage the system. Actively practicing these
important keys will help you achieve the return on investment goals you
have put in place for your CRM initiative.
Getting stakeholders involved early helps achieve the "buy in" they
need to feel how important their part in the CRM process is, making them
more likely to "adopt", and use, the system.
While preparing to embark on your CRM initiative, place extra
emphasis on gaining user adoption and company-wide buy-in. Creating as
many WIIFMs (What's In It For Me) as possible for your various
stakeholder groups will go a long way towards helping your CRM
initiative, and ultimately your organization, succeed.