User Adoption

User adoption is always a challenge for any CRM related project. I had a conversation last night that turned to a CRM project. A lot of very good work had been done on the metrics to measure a new self-service capability. The problem was that next to nothing was done to drive user adoption. Now this group had excellent metrics that no users were adopting the new self-service tools. This happens all the time.

The ROI is always in the adoption. Get people to use the tools. It is an internal marketing effort. Well executed, it can be very effective. Poorly done, it will incent the wrong behaviors. The process will be worse than before. I have seen both. Get it right the first time and get the ROI.