Up to 85% of CRM projects are deemed to have failed, and when we drill into the reasons for the perceived failure, it is often one of three reasons:
Sound familiar? Click here for a complimentary chat about your user adoption.
So why is there this failure in user adoption? Why don’t users use the system?
When we drill into the reasons that users are not using the CRM solution, we find three common reasons:
Many – perhaps as many as 80% - of CRM projects are said to have failed. I have written about various aspects of this previously.
A CRM project should not be seen as an IT project. Yes, technology is important, but it is important in the same way that the engine is important to a car. Without it, the car is not going anywhere, but a lot more as well as the engine is required to make it go anywhere.
Here, I will look at three steps that you, as project sponsor, business owner or manager, who wants a successful CRM project can do before technology becomes important and before IT people should be involved. These three steps are:
Understanding that CRM is a serious undertaking that will deliver huge benefits, but is not without significant effort, is key to your CRM journey success. However, although CRM is simple, it is not easy. What do you need to know to start your CRM journey on the right foot? This is where working with people who have a broad experience prior to your project, will pay huge dividends.
This ebook is a CRM Primer for all, which simplifies many of the questions so you can make the right decisions.
So how do you work out which kind of CRM solution is right for your growing business? What are the seven key questions you need to consider?
Microsoft Dynamics 365 version 9 is coming. Although it is officially a minor release, it brings new functionality and a number of deprecations that should be planned for, if they are not to take your users by surprise.
This e-book is a consolidated resource explaining how to overcome the challenges of the deprecated features and benefit from the new functionality. It is heavily illustrated with screenshots so you can see what it will look like.
New deployments - trials and production - for the last few months have been v9.
As of late December 2017, updates to existing users of Microsoft Dynamics 365 Online are expected to happen between February and August 2018. Clients who have not upgraded from 8.0 or 8.1 to 8.2 will have a mandatory update to v9.0.
Frequent readers will be aware that I refer repeatedly to a CRM solution. I thought that it would useful to define the term ‘CRM solution’ and to show how it differs from a ‘CRM system’ or a specific technology. A CRM solution transcends the technology, i.e. it is more than the technology. A CRM solution is the way that you work to meet your clients’ needs. It is everything that your people do to resolve your clients’ needs. A CRM technology is only as good as its implementation, and for first-time CRM projects, there are many potential pitfalls along the way. To understand some of the questions that you should get answered before embarking on your CRM project, read 'Seven essential questions to start your CRM journey on the right foot'.
Although every organisation will have a CRM system, relatively few organisations have a CRM solution. Statistics such as 14% of CEOs would like to junk their CRM and start all over again really highlight this.
In this conversation from 2012, Gill shows how a CRM solution can enable your users to give your clients the relationships that they crave. This enables improved customer service and hence improved customer retention.
The changing role in technology is contrasted against the unchanging need to have relationships with our clients and suppliers, and in the modern world, technology can help give back what superficially it has taken away.
Published by Gill Walker
Gill Walker is many things:
Opsis is an expert Microsoft Dynamics 365 consulting company. Our focus is your Microsoft Dynamics 365 success - not licence sales or billable hours. As Principal Consultant, Gill oversees all business operations and strategic planning and execution, yet she still believes in offering personal attention to each and every client, so as to understand their needs and offer tailored solutions. We are based in Sydney, with clients in Sydney, Canberra, Melbourne, Brisbane and across Australia. We offer Microsoft Dynamics 365 strategy, Microsoft Dynamics 365 scoping, Microsoft Dynamics 365 implementation, Microsoft Dynamics 365 technical support, Microsoft Dynamics 365 advice and guidance, Microsoft Dynamics 365 training and mentoring.