Dynamics Community Forum Thread Details

Adoption metrics: definitions and KPIs

Hi there.

I am interested in how you define user adoption and what KPIs organisations are setting for organisation-wide adoption. We have a relatively immature system that's been rolled out over the last year, with increasing cross-team collaboration. We need a target adoption metric which I think should be at least 80% if we want to derive benefits from the system. Our O365 specialist talks adoption in terms of user log-ins, and suggests a rolling monthly metric. This seems soft to me. Any thoughts or actual experiences you are comfortable sharing?

Thanks - J

Hi,

You are seeking user adoption techniques and effective KPIs to monitor and track activities in your organization. While login frequency is a basic and widely used KPI, it is insufficient for informed, data-driven decision-making and can lead to suboptimal solutions.

Here are some important KPIs you can use to monitor user adoption:

LogIn and LogOut Tracking:
Under this KPI, you can track the login and logout actions performed by users on the CRM or specific entities. You can also monitor the time users spend on certain entities such as Leads, Opportunities, and Accounts, as well as the actions they perform, including Create, Update, Assign, and Delete.

CheckIn and CheckOut Tracking:
This KPI helps you track the records each user works on, specifying the time spent on records within a particular entity. These activities can be monitored on a daily, weekly, or monthly basis.

DataCompleteness:
This KPI allows users to select which fields from records of a specific entity need to be filled to ensure completeness. If any of these defined fields are left blank, the record will be marked as 'Incomplete' until all specified fields are filled. This functionality also applies to historical records, helping you track and ensure record completeness in Dynamics 365 CRM, thus maintaining data quality.

Goal Tracking:
This KPI allows you to analyze user performance by tracking the aggregated value of a specific field against a chosen entity action.

Target Tracking:
With this KPI you can assign and track targets for users in Dynamics 365 CRM. These targets can be based on the count of specific entity actions or the aggregate value of fields related to an entity action performed by the user.

D365 CRM does not natively support all these KPIs. To address this, you can try Inogic’s app, User Adoption Monitor, which provides a comprehensive solution for all these KPIs.

Additionally, With the dashboards in User Adoption Monitor, managers can view detailed summaries of user actions by entity, action, and period, helping to enhance user adoption of Dynamics 365 CRM. This provides a 360-degree analytical view of CRM activities performed by the team, enabling the organization to make informed decisions.

You can install the app from the Inogic Website or Microsoft AppSource at no cost for a 15-day trial to evaluate its functionality, or you can schedule a demo to gain insight into how the application solution works.

For more information, please contact at crm@inogic.com.

Thanks,

Sam

Email: crm@inogic.com

Website: www.inogic.com

Blog: www.inogic.com/blog

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