CRM Adoption: Why Employees Resist Change

 1. Your System is Built on Legacy Technology

If your CRM database resides on an in-house server, there may be technical barriers to usage, such as requiring users to first connect to your corporate network — often through a VPN — before they can access the application.

If it’s onerous for users to get access to the system, CRM adoption will suffer.

2. Your CRM System is Filled with Bad Data

When users must navigate through numerous duplicate records and encounter too many fields and pick lists with dozens of options, they become discouraged from using the CRM application.

Many ‘long-gone’ contacts in the database add to the clutter. A periodic data hygiene project — deduping, archiving inactive records, and pruning unused fields — does wonders for adoption.

3. Your CRM System Was Over-Designed

CRM database design tools are more powerful than ever. While developing a normalized database structure is good practice, there are risks associated with over-designing a CRM database, which can force users to drill down to multiple levels to enter and access data.

Too many levels of database hierarchy can also make report generation a challenge.

 CRM Adoption: Why Employees Resist Change


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