User Adoption


Processes within CRM 2013

One question I always try to ask users is, “does anything feel redundant?”  If you ask a few people this question, you’ll sometimes find sticking points you never even thought of.  What’s great about this question is that CRM 2013 seems to always have a solution to the user’s frustration.  One solution I go back to again and again is the “Process” dialog.

Let’s look at a real-life example…

The Dreaded Weekly Work Plan

A client I’m working with has to build out a plan each week of the projects they are going to work on.  Each user typically has one or more projects taking place each week and each project typically last several months.  Additionally, at the start of each month users are typically expected to have five weeks of work planned out.

To management, this was important to understand who was freeing up as well as anticipated cash-flow of billable projects.  To the users, this was one of two TPS reports they had to deal with.  Both were frustrated since users were slow to get these entered and management always felt the numbers were unreliable.

In this case, the users were asked only minimal information:

A basic CRM form with minimal input fields.

A basic CRM form with minimal input fields.


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Chasing a Dream

 A goal is not always meant to be reached, it often serves simply as something to aim at.
Bruce Lee

This week I heard for yet another time that I did not make my goal of being a Microsoft MVP for CRM Dynamics.  Some around me encouraged me to keep going, keep digging, and keep embracing the Microsoft community.  A few said forget about them, that I share more with people directly than blog posts could ever capture.  Others, told me to drop the pursuit entirely since it wasn’t something I’d ever realize.

User Adoption of CRM can sometimes be like this award I’m chasing.  First of all, you can’t strong-arm people into using CRM; instead, you have to match their needs well enough for them to want to use the system.  Secondly, you have to research what matters to them.  For user adoption, it’s often the case that I sit down with users one-on-one and experience a day in the life of what they do.  I take notes of redundancy or monotonous activities but avoid commenting on it, unless they complain about something being mundane.  With the award, I’m turning over every stone I can to find out how others have achieved it.  With user adoption, you have to find what’s missing and if they’re not using CRM for something, then what is filling their need.

If you’re discouraged with your CRM User Adoption, realize that CRM works and it works really well.  If users are resisting the system, go back to them and make sure they are involved throughout the configuration process.  Talk to them about what they like and build on the wins.  In the end, it will take time, patience, and encouragement.

Failure is interesting, but it doesn’t mean the story ends there.  I realize that everyone around me is trying to make me better, make me feel better, or just allowing me to not dwell.  Luckily, I’m not upset or discouraged.  Instead, I’m motivated.

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