General CRM
User Adoption
The process by which new users become accustomed to a new software or system and decide to use it regularly.
Complete Definition
User adoption measures how effectively employees embrace and use new CRM technology. Poor adoption is a leading cause of CRM failure. Driving adoption requires executive sponsorship, proper training, change management, demonstrating value, and making the system easy to use. Adoption metrics include daily active users, data quality, and feature utilization.
Key Points
- 1Critical success factor for CRM
- 2Requires change management
- 3Needs executive sponsorship
- 4Measured by usage metrics
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