Key to CRM Success - User Adoption

One of the main reasons for the failure of a Customer Relationship Management (CRM) project is the lack of user adoption.  Krystle Lewis, Microsoft Dynamics CRM Manager at Programmed will discuss the challenges she faced with user adoption and the techniques and processes she followed to overcome those challenges at this month’s Melbourne Dynamics 365 User Group.  Are you implementing a new Dynamics 365 (CRM) system?  User adoption issues with your existing CRM system? Having trouble tracking user adoption?  Then don’t miss this month’s user group.


Why don’t users use the CRM System?

There could be many reasons why users are not so keen to adopt the newly implemented CRM system.

Why can’t I continue to use my Excel files?

Arrr.. Another new system to learn.  How do I find my contacts?

No one’s using it.  Why should I?

It just useless! We don’t even need that feature any more.  Or is it a bug?

I have to go back to the office to update the CRM system?  It’s just extra work for me!

The data is just wrong!!

I am the best salesperson.  My own process works better.

I have to click 10 times to get what I want!

Sounds too familiar?  I could keep going but I am sure you get the idea.  After spending thousands of dollars (in some cases millions of dollars), that’s the last thing you want to hear.

What went wrong?

How can we make sure this doesn’t happen?

What do we do now?

The Answer…

Please join us at Melbourne Dynamics 365 User Group’s May 2017 edition to hear all the tips and tricks you need for your CRM success.  Hang out with the experts and talk to other users to share and learn.


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Until next time…

About the Author

Nadeeja Bomiriya is a Microsoft MVP, Technical Architect, and Microsoft Solutions Delivery Lead who lives in Melbourne, Australia.

Key to CRM Success – User Adoption