- Forrester Councils
- Councils Overview
- log in
Posted by William Band on December 8, 2010
One of the most common questions I get is: How to we assure (or, improve) the adoption of a CRM solution in our organization?
In the past, the clumsy user interfaces (UI) of CRM solutions have turned off users, causing them to reject the solutions offered by their IT departments. In response to these complaints, the leading CRM solution providers, such as Oracle Siebel CRM and SAP CRM, have invested heavily to improve the UIs in their most recent releases. The same is true for midmarket solutions like the Sage family of CRM products, CDC’s Pivotal, and Sugar CRM. salesforce.com has achieved great success with its pioneering UI that incorporates the ease-of-use characteristics of consumer-oriented solutions that employees are used to working with in their private lives. And Microsoft Dynamics CRM applies the vendor’s knowledge of the use patterns of desktop applications, and incorporates the familiar Outlook UI paradigm, with a focus on improving user productivity.
In addition to choosing a CRM solution with a modern user-friendly UI, what can you do to improve adoption? Here are eight tips that I picked up working with the CRM leader at major bank:
Lead BT Transformation
Develop customer-obsessed strategies to drive growth »
Forrester's CX Index
Predict how actions to improve CX will affect revenue performance.
Measure the customer experiences that matter most »