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User Adoption with Microsoft CRM/Dynamics 365

May 16, 2017 by in About Microsoft Dynamics 365, Microsoft CRM Software Implementation, Microsoft Dynamics CRM - Overview, Microsoft Dynamics CRM User Adoption, Uncategorized

This is part 1 of a series of blogs on user adoption with Microsoft CRM/Dynamics 365… the Achilles heel of CRM. I will examine real-world causes of CRM user adoption failure and how to avoid or recover from the top issues that cause user adoption issues.

If you are not monitoring user adoption your Dynamics 365 CRM deployment likely has adoption issues. Monitor your user adoption with our Dynamics 365 User Adoption Reports built in Microsoft Power BI. At-a-glance analysis of user adoption across all main areas of Dynamics 365 Customer Engagement.

I founded Strava Technology Group with a very clear mission… to help businesses achieve success with Microsoft CRM & Dynamics 365. Our entire go-to-market strategy is built to avoid & overcome the common challenges that plague CRM projects, many caused or exasperated by the implementation partner. For more information on our strategy see our home page.

CRM implementation projects are complex and riddled with landmines that can cause significant user adoption issues or even failure. In 2001 Gartner published one of the first studies examining failure rates of CRM initiatives, they found that 47% of projects failed or failed to meet expectations.

Over the last decade and a half failure rates have not decreased substantially. We have discovered and most industry analysts agree that there are a limited number of core reasons for  CRM project failure. The reasons do change a bit from enterprise to SMB and slightly by industry but in most cases, all stem from the same high-level reasons.

Let’s first define failure and failure to meet expectations. I define failure as a project where the outcomes were so far from meeting expectations that the project was abandoned. Unfortunately, in many cases, the CRM product is blamed and the company moves on to another solution without addressing the real root issues that caused the failure. Hint… it’s rarely the product that causes failure.

Failure to meet expectations – This outcome is unfortunately very common, in fact, I would argue that a significant number of CRM projects fail to meet expectations. Stay tuned for an examination of what causes this outcome.

In this part-one, I will define the list of main reasons for CRM failure and ask you to help fill out the list. Below is my personal top list of reasons for failure in CRM projects. This list is based on my 18 years of experience helping businesses implement CRM solutions (14+ years with Microsoft CRM). I also base this information on experiences in the SMB market (5 employees to 1000 employees) as things change a bit in the enterprise space.

That’s quite a list huh? Do you have any to add? Help build a master list of failure points so we can discuss & address them together in future posts.

Comment below and add any items that you feel were left out. In future posts we will examine each of these and how to make sure they don’t cause issues in your project and how to recover if you are experiencing any of the above issues.

Now a word from our sponsors – Strava offers two powerful services to help business avoid failure or to recover from a problematic project:

Total Solution Management – For a fixed predictable monthly cost, we can either augment your internal CRM resources or become your CRM team. Total Solution Management includes four pillars of ongoing services that will increase user adoption and your success with CRM – Support, Preventative Maintenance & System Administration, Enhancements/Customizations and Training/Consultative Guidance. We fully support, administer and maintain your CRM system end-to-end.

CRM Project Reboot – Is your CRM solution meeting expectations? If not we can help! We begin with a no-cost review of your CRM implementation. During this collaborative session, we revisit the goals and objectives of the project, determine what’s working and not, do a technical level review of your Microsoft CRM/365 system and educate your team on how to get more out of your investment. The outcome of this session is a written report summarizing the current state of the system, desired future state, a road-map on how to achieve future state and any technical level issues we identify.

For more information on how we can help your business achieve success with Microsoft CRM/Dynamics 365 connect with us – info@stravatechgroup.com or call us at 844.8.STRAVA (844.878.7282).

About the Author: David Buggy is a veteran of the CRM industry with 18 years of experience helping businesses transform by leveraging Customer Relationship Management technology. He has over 14 years of experience with Microsoft CRM and has helped hundreds of businesses plan, implement and support CRM initiatives. David spent 20 years as VP/Partner for a leading Microsoft CRM partner where he founded the Microsoft CRM practice. In 2017 he founded Strava Technology Group, a firm that is 100% focused on helping businesses achieve success with Microsoft CRM and Dynamics 365.

About David Buggy

David Buggy is the Founder & President of Strava Technology Group, a NJ based top Microsoft partner and one of the most experienced partners in the Microsoft channel on Customer Relationship Management. David is a veteran of the CRM industry with over 20 years of experience helping businesses successfully adopt and manage Customer Relationship Management solutions. David and his team have helped hundreds of organizations including Salvation Army, Stuart Haas Racing, and Penn State University plan, implement and support CRM initiatives. To learn more about Strava Technology Group visit www.stravatechgroup.com.

    Microsoft Dynamics 365 Partner Consultant

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