As anyone who’s been through a CRM project will know, CRM lives or dies by how well it’s embraced by users. And although user engagement should be on your radar from the outset, successful user adoption is a long-term play. Even in cases where initial adoption levels are high, things can always change.
To help ensure your team are both technically adept and fully invested in your project’s long term success, we’ve compiled this list of five failsafe user adoption techniques:
1. Show users how it will make their lives easier. Communicating the value of your new system is essential. You need to educate your users not just on why CRM matters to the business, but why it matters to them. We call this the WIIFM (What’s In It For Me?) effect.
2. Recognise and reward users. Most people are naturally resistant to enforced change, but incentivisation is a powerful tool. Get creative and make it fun for your users to want to adopt the system.
3. Identify and empower internal champions. Users who see the value of CRM and adopt it successfully are more likely to share their positive experiences with others - so recruiting these influential users as CRM champions can be a highly effective technique.
4. Devise a plan to handle pushback. When you’re implementing a new system, pushback is inevitable. Mitigate potential issues with a comprehensive change management plan.
5. Play the long game. Your goal should be to keep users committed to CRM usage and consistently engaged with the system on a long term basis. Make sure you continue to monitor adoption and usage after rollout and take steps to maintain user satisfaction levels.
Want to know more? Read our article on how to implement these techniques.