Customer Relationship Management Simplified – Why User Adoption is a Key Metric

Post Authored By: Monica Raofpur, Allison Kutz, and David Goltz

So you’ve purchased a state-of-the-art Customer Relationship Management (CRM) system with the expectations of getting better forecasts, closing more deals, and ultimately increasing revenue; But what about user adoption? In a recent study, Forrester found that 70% of all failed projects involving CRM were caused by poor user adoption. So what happened to all of that functionality that was paid for? Butler Group found that 50% of software functionality paid for and licensed by organizations is not actually used. Yikes.

With that in mind, we set out to identify the three primary challenges around user adoption:

(Read the rest of this very interesting article in the Oracle Customer Experience Blog here)

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