Cross-User Group Sessions | Leadership | User Adoption


LEA04 - What Now? Leading Change for Acceptance & Adoption

Wednesday, October 11
1:45 PM - 2:45 PM
Room: Hermitage E

Format: Member Showcase
Level: Basic

You’ve chosen Dynamics - Now what?  User adoption and acceptance are key to successful implementation, amazing customer and user experience, and ultimately - improved financial results.  We know that user engagement will drive the success of Dynamics and we also know that the top reason CRM projects fail is lack of adoption.  So how do we lead our teams through the change and ensure that they actually use it?  In this session, we will discuss some steps to take Before, During, and After the launch to make the transition to Dynamics successful. 

Learning Objectives:

Diane Taylor

CRM Project Lead Manager
Synergy Credit Union

I am proud to have been part of the Credit Union system since 2001 serving in various roles, such as; Business Credit Analyst, Contact Centre Representative, Contact Centre Supervisor, Contact Centre Manager, and currently as Synergy Credit Union’s CRM Project Lead Manager.

This new position was developed in order to bring Dynamics to our organization. This new opportunity allowed me to work with our system partners as well as a group of internal users to customize and develop the best possible product for our teams. Following the launch of Dynamics, my role shifted to that of the CRM Admin and Coach. Now my key focus is User Acceptance and Adoption – communicating our overall vision, understanding our user’s expectations as well as coaching. I absolutely love what I do and look forward to connecting with, learning from, and sharing with others!

2016 was my first year attending the Summit and the experience far exceeded my expectations. I look forward to attending this year’s event in Nashville, knowing I will be sure to meet many like-minded individuals as well as the knowledge and expertise I will obtain through networking opportunities.


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Ken Kelly

Kelly Roofing

Who is Ken Kelly?
Born in Naples, Florida, Ken is a traveler, businessman and humanitarian. Compassionately raised by two loving parents, Ken’s ability to search out fairness with a strong sense of organization, always looking for the potential good in any situation is his strength. Continuing tradition in 1993 by taking over the family’s roofing business provided a venue for creative implementation of successful ideas. In 2004 and 2005 the Kelly Roofing team responded to their community’s needs during tough hurricane disaster times. In 2008 Energy Saving Solutions, a consulting and educational firm was created with the goal to help others understand the true meaning of “Green”. As an Instrument rated Airplane and Helicopter pilot, Ken’s passion for life and dedication to excellence is exemplified through the rigors of aviation. Currently Southwest Florida’s Wing Commander of Angel Flight Southeast, Ken helps fly and coordinate missions for those in medical need; including transplant, cancer and military veteran patients. Ken donates time to his community by sitting on various boards and commissions such as the Florida Housing Authority, which he chairs. As an industry leader, Kelly Roofing is currently ranked 53 out of all roofing contractors in America. An industry spokesman, contributing author and circuit speaker, Ken enjoys sharing and helping other business professionals in all sectors. Hope Contained, a non-profit Ken helped form, is dedicated to helping the poorest of poor throughout the world by recycling and converting steel shipping containers into homes, creating villages and designing micro-farms in developing nations. Ken is a single parent to Austin, his 21-year-old son, who is in the United States Marine Corps, but earns the title “Father” by passing on traits learned and further developed. The two are committed travel and volunteer partners, always on the prowl for new achievements. Ken lives his life to serve others through the implementation of “Kaizen”, the Japanese word for a life-long commitment to constant learning and improvement and was given the Visionary Award by Microsoft in 2015 for his creative use of the Dynamics platform of software.


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What Now? Leading Change for Acceptance & Adoption

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