We are pleased to present below all posts tagged with 'User Adoption'. If you still can't find what you are looking for, try using the search box.
Few businesses would argue the value of a good CRM solution anymore. But adoption remains a significant challenge. Our own research shows that 40 percent or more of organizations continue to struggle with getting their teams to adopt CRM. So here are 20 ideas to consider to help drive the adoption of CRM within your organization.
“Paralysis by analysis” means having so much data that it becomes difficult to take any action. And it is an issue that organizations frequently run into with getting users to adopt a customer relationship management solution. Users see long lists of activities, leads, opportunities, cases and accounts - and they don’t know where to begin to manage their day in the CRM system. The results can be devastating to the bottom line and often include: failing to work the best leads, opportunities slipping through the cracks, key customers being ignored and follow-up commitments aren't met. Ultimately, it may lead your team to abandon CRM and go back to more familiar ways to manage relationships.
Customer relationship management (CRM) projects are particularly difficult to successfully deliver. In fact, research into CRM project failures over the last 10 years has consistently found a failure rate between 30% and 70%. A quick scan of the proposals that we have delivered to new clients for CRM projects over the past 12 months shows that fully 59% of new clients who approach us are dealing with a need to administer CPR on their CRM implementation. This is true across all CRM products (we have seen failed CRM projects across virtually every CRM solution on the market). In this article I’ll take a look at one of the most frequent causes of failure that we have encountered and will offer some guidance for avoiding this (or for recovering if you’re already there). I will also be doing a deeper dive into this topic during our CPR for CRM Webcast.
Successful user adoption, or the mental acceptance and use of something new, can be achieved in any organization. There are a number of methods that can be used to implement new systems, including "big bang" (single rollout) or "phased adoption" (gradual rollout). Regardless of the method you use to rollout user adoption in your organization, there are a few important items that must be factored into your plan.
In our day-to-day client work, one topic we are very passionate about is user adoption. We talk about this topic both internally and externally on a daily basis. After all, we should never forget for whom we are solving problems and building solutions. Put another way - if a car manufacturer builds 1,000 cars and no one buys them, then what was the point?
SharePoint has had excellent dashboard presentation capabilities for a long time now. Dynamics CRM formally rolled out dashboard reporting with CRM 2011 (although using SharePoint and/or SSRS enabled dashboard reporting with previous versions of CRM). Now that this functionality is getting embraced and adopted by many organizations, how can it best be leveraged to change the game by truly accelerating performance? Simple. Combine the best of Microsoft SharePoint, Dynamics CRM 2011 and TV or large monitors placed in public areas within your business. Here’s how we’ve done it at C5 Insight.
This is the third in a three part series I’ve been writing on Microsoft Dynamics CRM 2011 and Microsoft Outlook integration. In the first two blogs, we reviewed the pros and cons of using CRM 2011 for Outlook and CRM 2011 for the Web. In this article, we will take a look at CRM 2011 and Outlook functionality that everyone in your organization should use (regardless of whether they are using CRM 2011 for Outlook or not). This integration functionality is easy for users to understand, saves a lot of time, and enables your organization to better track interactions with customers and other stakeholders.
For the previous two articles in this series see:
This is the second in a 3 part posting about accessing CRM within Outlook versus from the web. In the first post in this series, I outlined some of the reasons why businesses should consider training their users in CRM for Outlook. Given this powerful functionality, why would any business person prefer to use the web version of CRM (also called the “Web Client”)? Well, as it turns out, there are some excellent reasons for doing just that. Many of our clients (and many of our internal users of CRM) prefer to use the Web Client for various reasons. In this article, we will explore the top reasons for choosing the Web Client over Microsoft Dynamics CRM 2011 for Outlook.
This is the first of a 3 part series of blogs that I’m writing on Microsoft CRM and Outlook.
With CRM 2011, Microsoft introduced significant new enhancements in how CRM works with Outlook. These changes also introduced some differences in how the Outlook and Web versions of CRM work. In previous versions, if you trained users on one version, they had all they needed to know in order to use either version. Businesses now need to make an important decision on which version of CRM they will initially train their users on. Users, too, need to decide which version of CRM they are going to use on a day-to-day basis. This series of blog entries will examine the pros of using CRM for Outlook, then the benefits of CRM for the Web and will conclude with the CRM and Outlook functionality that you should use regardless of which version of CRM that you’re using.
This first article will focus on the 6 reasons why you should consider using CRM for Outlook as the primary way that you use the CRM application. Dynamics CRM has always had better Outlook integration than any other CRM system on the market (no surprise there). With all of the new features and Outlook integration that Microsoft has introduced in CRM 2011, the reasons for using CRM for Outlook are stronger than ever.
Which clients should we focus more time on? Are there any clients that we should consider firing? How can we find new clients that look like our best current clients? Do we have clients that should be more profitable?
These are the questions that many B2B firms are asking themselves as they think through how they should prioritize their client list. So read on for some of the how’s and why’s of establishing a client scoring system.
The Microsoft Dynamics CRM 2011 Administration Bible is only a few weeks away (March 1, 2011) from being available! After lots of hard work and long hours, we’re going to celebrate by giving away five copies of the book for free!
To be entered to win a free copy, just sign up to follow C5 Insight on one of the various social channels that we offer (you must have a United States mailing address to be qualified). You can click here to follow us on Twitter. We’re planning to select 5 winners on March 21, 2011 (or once we have 200 new followers across our social channels – whichever comes first).
Or, if you’re in a hurry, then use the link to the left to order your copy today (our kid’s college funds thank you)!
For those of you who are interested in SharePoint 2010, the book includes a chapter on the “out of the box” SharePoint integration and a special appendix on customized SharePoint 2010 / CRM 2011 integration written by Curtis Hughes.
What’s next? We’ve created a site for the book (www.dynamicscrmbible.com) and we need to get the finishing touches on it ... Gotta get going!
In SharePoint 2010, you may have noticed a bit of interesting behavior when trying to open a PDF file; we certainly did. In fact, I’m surprised more people have not come across this in their 2010 environments, or perhaps the users simply thought this was the appropriate behavior and didn’t want to inform IT.
The failure to understand and execute an effective activity management process is a leading cause of poor CRM adoption. There are a variety of issues that can make activity management confusing and frustrating for users in ANY CRM system. In this posting, I've detailed 11 suggestions for improving your activity management process.
This is only a starting point. Proper use of Queues and Workflows - in particular - are areas that can also improve your activity management efficiency and results.
Although the idea of user adoption is not a new idea, we consistently find our clients asking for more ways or better ways to get users to “use the system.” Depending on the scope of the project, we always recommend some level of governance and training for our clients to get the most from their implementation. These are critical pieces of the overall solution that we feel play a significant role in whether or not the product is accepted or rejected by the users.
In addition, with the recent release of SharePoint 2010, this topic has once again become a priority for many of our clients looking to implement this new version. While superior to the previous version in far too many ways to mention here, the user interface has been completely enhanced with the “Ribbon” interface first seen Office 2007. For users of SharePoint 2007, this will be a slight learning curve to use the new interface, but as with Office 2007, once learned the productivity and efficiency will increase exponentially.
The complementary paper includes over 12 years of research, recent survey results, and CRM turnaround success stories.
This 60-second assessment is designed to evaluate your organization's collaboration readiness.
Learn how you rank compared to organizations typically in years 1 to 5 of implementation - and which areas to focus on to improve.
This is a sandbox solution which can be activated per site collection to allow you to easily collect feedback from users into a custom Feedback list.
Whether you are upgrading to SharePoint Online, 2010, 2013 or the latest 2016, this checklist contains everything you need to know for a successful transition.