ClientSpace Best PracticesUser Adoption

AgendaAdoption Success Facts & Figures

Culture of Change

Executive Support & System Evangelist

Baby Steps

Accountability

Training and Feedback

Questions

Software Adoption Facts/Figures

• According to 2011 Computer Economics survey, 51% of all organizations in US have some sort of CRM system

• Spending on CRM over $12B in 2012 and will grow to over $18B by 2016 according to Gartner

• Forrester survey• 70% of CIOs surveyed cited end user adoption as the primary critical

success factor• 32% of respond that user adoption was their greatest concern• Lack of User adoption is the primary cause of failure for 70% of CRM

projects• 50% of software functionality paid for by clients is not actually used.

CRM Project SuccessTop Success Factors Cited• Methodical plan and execution

• Active project mgmt

• Frequent, visible Exec support

Top Failure Factors Cited• Absence of project mgmt

• Resistance to change

• Failure of executive sponsorship

CRM Adoption Factors

• Source Core Matrix - Drive User Adoption—and Drive Sales, Productivity, and ROI

Organizational Culture of Change

“If there is no struggle, there is no progress”

Frederick Douglass

• Organization needs to be prepared and bought into change

Visible Executive Support• Decision maker needs to be biggest

cheerleader• Visible accolades and rewards for

project contributors• Care about data in the system• Patience and support for change

management• Encourage CRM support staff and

support the required time investment

System Evangelist

• One individual assigned as the system owner• Well trained, solid understanding of needs of business• Primary responsibilities: training, new requirements,

testing, data interface monitoring• Role is considered an important part of their job

• One ClientSpace leader in each department

Baby Steps• Find focus of initial rollout

and stay focused• Keep initial scope as

limited as possible• Limit enhancements to

only CRITICAL issues• Insure department

readiness

Reporting / Accountability• System should supply

meaningful decision making and job performance data• Visible use of system

reports / data in daily operational decisions• Offer no alternative to

using the system

Training, Coaching, Repeat• Training specific for each

department• Hands on help sessions for first

week(s) after go live• Refresher lunch and learns• Assign a coach for new employees

or new users• Vendor webinars to learn new

features or targeted training topics

User Feedback Action Loop• Build formal user feedback

and idea process• Always follow up with users

even if the idea will not be implemented• Encourage and reward

feedback that improves the system

Make it FUN!• Contests and prizes for early

adopters of the system• Lunch and learn sessions• Incentives for new ideas that are

implemented• ClientSpace User of the Month