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How’s this for an IT strategy:
Picture from: http://drchrisstephens.com/hope-is-awesome-not-a-strategy/
I agree – I’ve seen better! In fact no-one in their right mind would have a strategy like this. Yet what I described does happen.
I have heard too many stories of CRM systems that were abandoned because they just weren’t used.
According to a study by SandHill Group and Neochange (2008) http://www.sandhill.com/assets/pdf/AchievingEnterpriseSoftwareSuccessFinalReport.pdf by far the most important factor for realizing value from software is effective user adoption.
Interestingly, software functionality rated very low in terms of realizing value. Yet that is usually where the focus and the time and resources go. The main emphasis is on getting the system to do the tasks we need – not so much on preparing the users and designing for ease of use.
Perhaps that is why the same study reported that 66% of Enterprise software buyers had effective usage rates below 50%.
Improving CRM User Adoption
I submit some suggestions, some of which I will elaborate in future blogs: