User Adoption - The Key Is What's In It For Me?

If 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.

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