Having worked with almost a hundred firms to help them achieve and enhance CRM success over the last 8 years, the biggest challenge we always seem to run into is CRM adoption. Firms consistently tell us that their CRM system is literally a ‘wreck’ due, in large part, to poor participation.
These firms frequently say that in the beginning of the CRM deployment, everything seemed to be running fine. They purchased the right system and implemented it without a hitch. The system was firing on all cylinders, but then at some point they seemed to hit a wall with adoption.
Down the road, this seems to become an issue for almost every firm. In fact, we ran into this exact scenario just last week. After investing thousands of dollars and hundreds of hours of time into their CRM implementation, the firm just can't get the partners to take the wheel.
While it can be tempting for some rubberneckers to simply do a drive-by and observe this type of CRM car-nage, we think it’s more helpful to put on the brakes and actually analyze a CRM crash to help a firm shift gears and accelerate change…