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User Adoption
Academy Training
Geoff Ables, MCT
Author, Advisor, Managing Partner
C5 Insight
Tricia Desso-Cox, MM, Six Sigma Green Belt, Microsoft Surestep
Director - LUCK Client Engagement
C5 Insight
Define Your CRM Strategy in 2 Days - Attend 1 session or all 4 (Part 4 of 4)
Get your team to adopt CRM, and to view it as an invaluable tool for leading the business and engaging their customers.
Over 80% of organizations struggle with adoption and user satisfaction at some point in their CRM journey. This session walks through dozens of approaches to adoption that have proven successful in different corporate cultures.
You'll walk away of ideas and practical steps to take to get your users, leaders and managers to learn to love CRM and show a proven ROI.
Learning Objectives
• The 5 keys to CRM success in any industry
• CPR for CRM: How to identify if your project is off track and creating a plan to re-establish momentum
• Why nice guys and bad guys finish last - and how to walk the fine line
• Getting, and keeping, engagement at the leadership and user levels
• Best practices for training, learning and development
• Governance, Compliance, Master Data Management and other ""bad words"" that are critically important to long-term adoption
• Why activity management is the foundational building block for driving CRM value, and how to get adoption
• Discovering metrics that matter, and getting the team to care
• Meetings: the secret ingredient to CRM success
• How some of the cornerstones of CRM, such as Leads, Opportunities, Cases and Campaigns - can actually be a hindrance to productivity and CRM adoption
• Carrots and Sticks: What's working and what's not
• The role of integration in driving adoption - and when to choose different integration options
• Gamification - without the games - how to make CRM part of running your business
• Go from reactive tracking to proactive planning
• Go from top-down accountability to peer-to-peer accountability
Audience/Level:
This is a non-technical session appropriate for business executives, managers, project managers and business-focused CRM administrators. The session primarily focuses on non-technical methods to encourage usage and adoption of CRM, many of which require buy-in and leadership from a business leadership team.