You’ve probably heard that user adoption is one key to CRM success. If you can’t get your staff to log in and use it, then you don’t have a viable customer relationship management solution. And, while there are many things I can do for my clients, one thing I can’t do is make them use their CRM system.
Change is difficult and engaging people to use a CRM system – especially those with an oh-no-here-we-go-again attitude – can be a challenge. But the truth is, this type of success doesn’t happen by accident. It requires that a company plan, communicate, listen, adjust, and then listen some more.