CRM e-Book – User Adoption Planning

I just released a free e-book on my main site –  Click the e-book image to download it for free.

CRM Success Series - User Adoption PlanningCRM Success Series -User Adoption Planning

How User Adoption Planning Can Lead to Successful CRM Implementations

  By: Ken Mulcahy – Emerging Technology Partners







 I was motivated to write this book over time, particularly as I learned more about the issues associated with CRM Software failures and User Adoption.  There are quite a few opinions out there so I thought I’d share some of mine.  These systems have been evolving from a technical perspective and stopped being just about sales people and sales process a long time ago.  They now have impact throughout the organization and provide value to many departments.


Implementing any Enterprise Class System including your typical CRM Software System is a major initiative  for the company that effects most employees.  User Adoption is really about two things [and they’re big things].

  1. Change Management – getting people to change the way they do things is really difficult.  It’s a process and it takes time.  People are habitual and resist change even if their current process is painful and time consuming. taking that initial step into the void is always tough.
  2. The new way of doing things with the new system had better work and it better work better.  In order for that to happen you need to understand the users issues, opportunities, and process so the new system or tool fits and meets his needs. This needs to happen on a user by user basis.

I place these two above all on my list because they can easily have the largest impact.  Sure, there are a host of other potential issues that will come up during the implementation like project management, reporting, software integration…. but none of them matter if you don’t have the support of the USer Community.  It’s that big of a deal.

I do believe that small changes lead to big results.  As they say, “Think Big, Start Small, Scale Fast”.

Hope you enjoy the e-book! I’d appreciate any feedback you may have.


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3 Responses to CRM e-Book – User Adoption Planning

  1. Pingback: CRM e-Book - User Adoption Planning | Emerging Open Source Markets « crm like soft

  2. Pingback: CRM e-Book - User Adoption Planning | Emerging Open Source Markets Scripts Rss

  3. Intelestream recently published a white paper on the subject of CRM User Adoption Challenges. You can read it along with other CRM tips at

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