September 2011
Intermediate to advanced
1008 pages
24h 27m
English
The biggest challenge of any CRM system is user adoption. Without adequate adoption of the system, usage will be minimal and data will not be reliable. As part of that challenge, three other challenges arise:
• Business challenge
• Management challenge
• IT challenge
The business challenge is successful user adoption of the system. This includes users accepting the system as a core business application that all members of the organization can rely on for reliable data. Strong user adoption is usually brought on by ease of use, training, and management support.
Tip
It is not enough just to issue a new business policy from management that requires using CRM as part of a business process. Instead, management needs to fully support ...