Chapter 16. Keeping Users Engaged and Happy
The following three components are required to ensure high user adoption of Social CRM systems and happy and engaged users:
1. Effective training
2. A responsive help desk
3. Comprehensive systems administration
These three components often determine the long-term success of any Social CRM implementation.
1. Effective Training
Based on data compiled over the past 30 years, I have concluded that for every $1 spent on Social CRM technology (including hardware, software, communications equipment, services, etc.), $1.50 should be budgeted for training over the lifespan of the project (ISM data). In other words, if a customer spends $500,000 on technology, approximately $750,000 should be allocated for training ...