5. Lack of Adoption is not the problem. It
is a symptom of disengagement.
User involvement, communication
and proper alignment with their
processes and priorities are key
enablers to engagement.
6. ADOPTION INHIBITORS
I. Not engaging users in the design and / or
implementation of the CRM. Their feedback is
critical to relevance and peer buy-in.
7. If the primary users (sales, marketing,
service) are not consulted and
e n g a g e d i n t h e d e s i g n a n d
deployment of the CRM, they will not
f e e l t h e e m p o w e r m e n t a n d
enthusiasm required to succeed with
CRM.
8. II. Lack of Practical Alignment between
functional processes and the automation
configured in the CRM.
ADOPTION INHIBITORS
9. Teams usually follow a process (formal or not) that
defines how they work.
Unless the CRM is implemented taking into
account (not necessarily endorsing) their
processes, users may be confused and question
the value and/or relevance of the CRM.
This confusion will extend the CRM learning curve
and in some cases create adoption resistance.
10. Key Factors to Consider:
• Facilitate the work of users (makes my life easier)
• Dependencies with other areas (automation)
• Integration with other systems (less is more)
• Mobile features (works anytime / anywhere)
• Simplify the process (again, less is more)
• Seize the opportunity to embed best practices
• Reject manual reporting
• Collaborate in the CRM
• Meet in the CRM
11. III. Lack of CRM Understanding / Purpose
ADOPTION INHIBITORS
12. Most changes are accompanied by
some degree of resistance or
skepticism. To minimize this
resistance, it is necessary to clearly
articulate the CRM benefits, train
the teams and coach them properly
and continuously inject a dose of
enthusiasm.
13. Key Factors to Consider:
• Reinforce the CRM vision and objectives to create an
existential purpose
• Training is not a one-time event! Provide coaching
and continuos learning.
• Provide reference resources post-training (custom
training videos, blogs, chatter feeds, links)
• Create excitement through a solid communication
plan and fun contests to recognize leading users.
• Recruit engaged CRM Champions and promote Peer
to Peer learning and collaboration
• Listen and Respond quickly to User Feedback
15. Value Perception is correlated to Desired Business
Outcomes. Demonstrate:
• Increased Productivity (Automation, Mobility, Customer
Interactions)
• Greater Effectiveness (Higher Conversion Rates, OTR,
Campaign ROI)
• More Customer Face Time (Calls, Visits)
• Better Customer Relationships (CSAT, Customer Insights)
• Better Understanding of Customer Needs (Products,
Closing)
• Key Metrics Improvements (Sales, Service, Marketing)
• Adoption of Best Practices and Consistency
16. ADOPTION
4 TIPS YOU CAN USE
RIGHT NOW TO INCREASE
1. Ask users about key inefficiencies regarding their current processes. What
could make it easier for you? Consider these concerns in the design of your
solution (current or future).
2. Ask users about their likes and dislikes regarding their current CRM or
Process. Ensure that the positive aspects do not disappear but rather
improve and that negative aspects are addressed.
3. Enthusiastically reinforce the ways in which the CRM will benefit them and
create a forum/group/session to share peer-to-peer best practices to
improve efficiency and productivity.
4. Challenge and motivate teams to Recognize Best Users. Back that effort
with a fun contest to recognize them and get them excited about the CRM.
17. ADOPTION ENABLERS
• Holistic Vision of the Project
• Clear and Realistic Objectives
• Involved and Engaged Leadership
• Involved and Engaged Influencers
• Aligned Processes
• Great Communication
• High Degree of Responsiveness & Enthusiasm
• Change Management Program
• Coaching and On Going Support
• Frequent Enhancements, Adaptations and Process
Simplification
• Live and Collaborate in the CRM!
19. VALUE ADDED DOBLE GROUP
OFFERINGS TO DRIVE ADOPTION
Sales Leadership, Adoption &
Change Management
Basic User, Administrator,
Power User and Strategic Sales
Commercial Process
Consulting
Configuration, Development,
Integration & Support
20.
21. Contact us!
w w w . d o b l e g r o u p . c o m
@doblegroup /doblegroup /+doblegroup
Company/doble-group-llc doblegroup /DobleGroup
22. Doble Group, LLC
D o b l e G r o u p , L L C i s a b o u t i q u e c o n s u l t i n g f i r m t h a t f o c u s e s o n i m p r o v i n g
c o m m e r c i a l b u s i n e s s r e s u l t s t h r o u g h C R M s o l u t i o n s a n d t h e a l i g n m e n t o f t h e
o r g a n i z a t i o n , i t s p r o c e s s e s a n d t e a m s f o r s u c c e s s . W e d e l i v e r o u r s e r v i c e s
t h r o u g h h i g h l y c u s t o m i z e d c o n s u l t i n g , t r a i n i n g a n d c o a c h i n g p r o g r a m s a n d
t h e w o r l d ’ s # 1 C R M t e c h n o l o g i e s , S a l e s f o r c e .
