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 ...

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