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Thoughts from a Discussion on User Adoption



Discussion regarding Siebel CRM and CRM in general and the hazards and pitfalls of User Adoption

Discussion regarding Siebel CRM and CRM in general and the hazards and pitfalls of User Adoption



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    Thoughts from a Discussion on User Adoption Thoughts from a Discussion on User Adoption Presentation Transcript

    • CRM On Demand
      User Adoption
    • Agenda
      Goal of this Presentation
      User Adoption in CRM On Demand
      Business View
      User View
      When should we?
      Summary User Adoption Strategy
    • Goal of this Presentation
      Highlight the need for User Adoption as an integral part of your deployment
      Explain in simple terms what it means
      Give examples of User Adoption activities
    • Overview
      Everyone agrees User Adoption is important
      What do we actually mean?
    • User Adoption – Business View
      “We want users to adopt the system easily...so they can be more productive”
      So measurements are put in place to collect information about data, records, number of updates etc
      Can the Company define the Business Need to solve or Value to create?
    • User Adoption – Business View
      By clearly defining the Business Value of the CRM system
      Better Sales
      Clearly defined Service Requests
      It becomes simpler to define User Adoption and the measurements you need to make
    • User Adoption – Business View
      “With our CRM system we will increase Sales and reduce time to close new Opportunities by 20%”
      User Adoption can then be seen as an extension of the process being implemented or improved
      The measurements (time to close, new sales volume, frequency of Opportunity updates)
    • User Adoption – Business View
      So now we can align our measurements with what the Business Value is
      We can communicate why we are doing this CRM project
      What we expect from different users
      But how do we aim to increase User Adoption
      Think like a User
    • User Adoption – User View
      What is in it for me?
      How do you explain the Need to a User?
      Message must fit the User, for example, easier or more automated Opportunity entry so you can spend more time selling and earning commissions
      Focus on the typical pain areas
      Easier, Smarter Data Entry
      Automate Existing Repetitive Tasks
      Quicker, Clearer Reporting
    • User Adoption – User View
      Getting several pieces of good news in a drip-feed is better than one big lot of good news
      Think Small
      Release Functionality that adds Value to Users incrementally
      Listen to the Users and hear their feedback
    • User Adoption – User View
      “Did anyone actually test this?”
      Plan for Usability Testing as well as looking for defects
      “Woooaah! What just happened?”
      Don’t OVER automate your CRM
      Don’t OVER load your entities (too many validations, workflows)
    • User Adoption – User View
      “This customer has been dead for 20 years”
      Data Quality is part of the User Adoption challenge
    • User Adoption – User View
      “My Manager and I did our weekly meeting and the Report we used was clearer than the old Spreadsheet”
      Reports and Analytics for everyone
      Engage the Management and ensure they use CRM too and this will get out to the field
    • User Adoption – User View
      Stealth may be an option
      CRM by stealth
      Microsoft Outlook / Lotus Notes Integration
      iPhone Applications
      Blackberry Applications
    • When should we?
      User Adoption is a dialog that begins before, continues during and carries on after the CRM Project
      Like all communication, you need to
      Repeat the message (Beginning, Middle, End)
      Vary your message (email, paper, web, video)
      Meet your audience (workshops, open days)
      Collect feedback (surveys, informal and formal)
      Adjust your message based on measurements
    • When should we?
      Adoption is a curve that must be managed and encouraged over time
      It is a journey that continues long after the end of the project
      Resistance to change is natural
    • Summary User Adoption Strategy
      Your project plan MUST have time / effort allocated
      Budget for collection and analysis of the measurements and use it moving forward in the User Adoption
      Budget for additional software to help you communicate or monitor feedback
    • Summary User Adoption Strategy
      Embed activities throughout your deployment plan to address change, communicate and monitor the situation
      Act on the results!