Customer Relationship Management Simplified – Why User Adoption is a Key Metric
By Richard Lefebvre-Oracle on May 09, 2014
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)