Daily CX updates for the Oracle EMEA CX partner community

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

Richard Lefebvre
CX Partners programs Director

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.

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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