User Adoption some tips and tricks on herding

User Adoption: some tips and tricks on herding cats Rory Mc. Keand 16/05/2013

NCFE a bit of background on our Dynamics journey Microsoft Case Study

The obvious question 2001 Gartner Group: 50% 2002 Butler Group: 70% 2002 Selling Power, CSO Forum: 69. 3% 2005 AMR Research: 18% 2006 AMR Research: 31% 2007 AMR Research: 29% 2007 Economist Intelligence Unit: 56% 2009 Forrester Research: 47% 2011 Gartner Group: 65%

How do we measure UA? The simplest and most effective method is to measure the percentage of all customer interactions logged. This can be done in an easy or complex fashion by comparing phone call activities logged versus the phone bill and emails received and emails logged. It’s always a good idea to have a non-customer related activities percentage (tolerance) eg. 20%

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Who doesn’t have user adoption issues? Simple, fun, informative, interactive, useful and engaging

The user journey

Do you have a UA strategy? The main things to plan for are: Communication Training Customisation/Development Engagement plans for: • • Senior Management Managers Super Users Standard Users Make sure this is signed off, committed to not just agreed to. ‘if you fail to plan you plan to fail’

Technology It’s never the answer to user Adoption, but it is the most frequently used barrier according to Sloan and real life. With that in mind, is your CRM: • • • What the users asked for What users need Simple and easy to use As always KISS CRM

Who do you communicate with and how often? • • Project Sponsor Project Steering Group Super Users Standard Users • • Hints and Tips Emails Go Live/Update Emails New User Training Refresher Training Town Hall Meetings Super User Meetings CRM Special Interest Groups

There’s a reason why this is an overused cliché Roles and Responsibility Reward

Roles and Responsibilities: are they clear and being managed? R&R’s should be created for the Project Sponsor, Project Steering Group, Super Users, Managers and Standard Users. Below is an example Super Users: CRM Super User Roles and Responsibilities Overall Objective: To represent and support your team with the use of current CRM functionality. Are you committed to UA, how far are you willing to go? Your stance will inform users of their choices. Objective Detail Measure of Success 1) Training The Super Users are responsible for training new users and refreshing users on current CRM functionality within their operational team. 2) Communications Super Users will keep their operational team up to date with CRM developments, decisions and issues. This should can be done via email and then followed up during monthly team meetings face to face where possible. 3) SU Meetings The Super User meetings are really important to share best practice, issues and make decisions on business process. All members of your team will receive comprehensive CRM training (relevant to the role) as part of their induction. Refresher training will be identified and delivered in the areas required by your team. An email will be sent to the team following each Super User meeting to share decisions, issues and best practice when appropriate. An update about CRM will be given at each monthly team meeting to update users on their last Super User meeting and run through their update email when appropriate. To attend all Super User fortnightly meetings or feed in via your SU buddy.

Do you reward user adoption? Think about: • • • Gift Cards Users league tables A handshake from the chief exec Certificates Cake Fly away Fridays Public recognition Email recognition Causal dress A meal out for a team etc. ‘UPS in Boston increased their CRM user UA by 85% by spending $10 on coffee’

Training The number 1 reason or excuse for poor user adoption New starter training New release training Refresher training User guides/training manual Update/Hints and Tips emails Crib Sheets Snappy information posters Super Users Dedicated points of contact Train, train and retrain – take away the barrier

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