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You can build it, but will they use it? User adoption is key to CRM success. Here are the last login times for all my users as of 9 AM on May 20th:

Can’t really ask for better than that, can you? It’s clear from those numbers that we’ve fully embedded CRM into our life here. We’re continually looking at ways to use it more effectively in service to our mission.

Here are a couple tips for adoption that have worked for us:

1. Have an executive who understands the power of CRM, and conveys to staff using it is part of everyone’s job
2. Tie key processes like billing customers, reporting to funders, and time tracking into the system. If clients aren’t getting billed and people aren’t getting paid, the adoption problems will surface early and be resolved quickly.
3. Talk periodically about how to expand and deepen the use of CRM by all groups
4. When a group has an idea for modifying the CRM in support of a need, implement it for them in short order. Don’t squash interest and enthusiasm
5. Offer User support and one-off trainings whenever someone wants it

We’re surely not perfect in our use of CRM. For one, we’re not up to our latest code that we’re currently implementing for customers. But everyone uses Salesforce almost every day, and there is no doubt that Salesforce.com is the business process core of our enterprise.

This entry was posted on Tuesday, May 20th, 2008 at 9:05 am and is filed under CRM, Technology. You can leave a response, or trackback from your own site.