Tried and True User Adoption Tips to Achieve an ROI on Your Microsoft Dynamics CRM Investment

Tried and True User Adoption Tips to Achieve an ROI on Your Microsoft Dynamics CRM Investment

Written By: Jennifer Espelien and Brad Vorbeck

from May 4, 2015

Did you know only 10 percent of user acceptance challenges arise from technical difficulties? The remaining 90 percent of the hurdle is acceptance (or adoption) among employees according to a 2011 article in “IT Business Edge.”

This statistic is one of many proving that without successful user adoption, your Microsoft Dynamics CRM investment will not yield the maximum ROI.

Here are five tried and true user adoption tips we recommend to all our clients:

1. Define your business processes early in the planning phase, and implement your Microsoft Dynamics CRM solution around them.

All too often, we see clients rush to the deployment stage and ignore the importance of proactive planning. One of the benefits of Microsoft Dynamics CRM is the flexible platform, which you can use to your advantage by designing your CRM solution around current business processes. People are more likely to use technology that helps, not hinders, day-to-day responsibilities.

2. Involve your end users from start to finish, and then involve them again.

Your CRM platform is only as successful as the people using it. Involving your end users in the planning, implementation, and assessment project stages will not only empower them, but it will also gain buy-in. This improves your CRM success rate.

3. Follow up consistently with end users after the solution is implemented.

Whether it’s every 30, 60, or 90 days, be sure to follow up with every person or department using Microsoft Dynamics CRM. A one-on-one conversation about what’s working, what’s not working, and requesting suggestions is a key factor in user adoption. Consider incentives to motivate: We have one client who rewards a department’s usability with cupcakes!

4. Identify the metrics to help you demonstrate success.

As we all know, it’s difficult to prove success without the data to back it. Whether your company is using Microsoft Dynamics CRM for proposal production, sales tracking, or customer service, identify the KPIs that are important to your executive team and report on the progress consistently.

5. Encourage buy-in and adoption from all levels of management.

From CEOs to supervisors, all levels of management must support the user adoption initiatives. If the people writing paychecks are using the solution, other employees will want to be a part of the tribe and follow the example.

For more user adoption tips and to hear from an end user who has served as her company’s CRM administrator since 2011, view this video, “The Art of User Adoption to Achieve CRM Success”, at

If you have questions on Microsoft Dynamics user adoption or need more information, contact Turnkey Technologies at 636-777-4110.