Ninety percent of the time, if you ask someone if they have been successful and they say they have failed, if you ask them why they failed, they’re going to say because of adoption. Now, the key to how you get adoption is the answer to the very next question I’d ask.
That question would be, “Well, adopt what? What does that mean to you?” Because CRM can do so many things and when I’m talking to a CEO and he tells me, “Well, you know, staff doing their work in CRM”. That tells me that they haven’t done the hard work of defining what they care about.
So the number one tip that I would give a new organization that is actually just beginning to roll out CRM, is to understand you’re not trying to do everything at once, you’re not trying to boil the ocean. If you sit down and work through the business outcomes process, what tells you is, the minimum things that your organization needs to be able to do in order for you to get those outcomes. That’s number one.
That’s what we call level one training. If you get that, then you’re on your way to adoption and all the other things that you’re envisioning are possible. If you don’t, you’ll never get there. Here’s the thing to know about business outcomes, it’s not everything that you’re doing, it’s just what you’ve decided is the most important thing until if you’re not having leadership pay close attention to how that’s moving, it’ll get lost in the whirl wind of everything else that you’re doing. All important, but you lose sight of what your goal is.
And so it’s just like you would do in personal development or anything else you might be thinking about. You have to maintain that focus and it has to start at the leadership level.