sugar user group: user adoption
TRANSCRIPT
Improving CRM User AdoptionWhat to do when your organization’s culture is impeding success.
August 27, 2015
About US
Upcoming events
• Webcast: Using Sugar to Transform Customer Service– Tuesday, September 29th
• Sugar User Group: 5 Workflows to Automate Sales– New Process Author– Wednesday, October 21st
Today’s speakers
Bill HarrisonFounder & CEO, [email protected]
Aaron WineAccount Manager, [email protected]
WHAT YOU WILL LEARN TODAY
• How culture could be impeding your CRM success
• 3 tangible strategies to increase system adoption
• How our customers have succeeded
What’s the problem?
Only 40% of companies have full user adoption
of their CRM
Source: CSO Insights
What’s the root cause?
Culture most clearly on
display in times of change
Culture & CRM SUCCESS
Default values
Rewards for tenure
Emphasis on internal politics
Culture impedes change
Defined values
Rewards for performance
Emphasis on customer success
Responsive to change
Traditional Progressive
enforcement
• Carrot & stick
• Create uniform processes and enforce them
• Use it or lose it
• Executive sponsorship
Continuous evaluation
It’s a journey, not a destination.
Customer Success story
Live Demo
Takeaways
• Traditional culture could be impeding your user adoption
• Enforcement & evaluation are key
• 3 tangible ways to improve user commitment
