{"id":5842,"date":"2015-08-21T07:13:40","date_gmt":"2015-08-21T07:13:40","guid":{"rendered":"https:\/\/tst-blog.myenterprise.in\/?p=5842"},"modified":"2025-01-14T09:11:32","modified_gmt":"2025-01-14T09:11:32","slug":"business-needs-and-user-adoption-a-subtle-truth-for-crm-implementation","status":"publish","type":"post","link":"https:\/\/www.bhea.com\/blog\/business-needs-and-user-adoption-a-subtle-truth-for-crm-implementation\/","title":{"rendered":"Business Needs and User Adoption \u2013 A subtle truth for CRM Implementation"},"content":{"rendered":"\n<p class=\"has-drop-cap is-cnvs-dropcap-bg-light wp-block-paragraph\">We have implemented <strong>CRM <\/strong>for quite sometime now in multiple&nbsp;<a href=\"https:\/\/www.bhea.com\/industries\">industries<\/a>. As part of these implementations, we have interacted with lots of people, ranging from<strong> executive management, IT and Business Users<\/strong>. Generally, it is the <strong>executive management or senior executives <\/strong>that initiates the requirement for&nbsp;<a href=\"https:\/\/www.bhea.com\/crm-solutions\/sugarcrm-services\/crm-implementation-strategy-consultancy\"><strong>CRM implementation<\/strong><\/a>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Some of those needs that usually triggers a CRM initiative could be:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list is-style-cnvs-list-styled-positive cnvs-block-core-list-1716448574251\">\n<li>Tracking of leads falls short.<\/li>\n\n\n\n<li>When there is no data for pipeline projects and the company has no tracks of quotations that they have given to customers as an organisation.<\/li>\n\n\n\n<li>Unaware of the scope of customer problems, the company is unable to effectively allocate or deliver solutions.<\/li>\n\n\n\n<li>When the invoice raising and tracking for payment is not efficient and when the company receives the payments late due to the absence of a systematic process for driving the collection mechanism in the organisation.<\/li>\n<\/ul>\n\n\n\n<div class=\"wp-block-media-text is-stacked-on-mobile has-gray-200-background-color has-background cnvs-block-core-media-text-1724129963458\"><figure class=\"wp-block-media-text__media\"><img loading=\"lazy\" decoding=\"async\" width=\"800\" height=\"600\" src=\"https:\/\/www.bhea.com\/blog\/wp-content\/uploads\/2024\/10\/crm-challenges-initiating-crm-solutions.png\" alt=\"Business Needs and User Adoption \u2013 A subtle truth for CRM Implementation\" class=\"wp-image-7820 size-full\" srcset=\"https:\/\/www.bhea.com\/blog\/wp-content\/uploads\/2024\/10\/crm-challenges-initiating-crm-solutions.png 800w, https:\/\/www.bhea.com\/blog\/wp-content\/uploads\/2024\/10\/crm-challenges-initiating-crm-solutions-300x225.png 300w, https:\/\/www.bhea.com\/blog\/wp-content\/uploads\/2024\/10\/crm-challenges-initiating-crm-solutions-768x576.png 768w, https:\/\/www.bhea.com\/blog\/wp-content\/uploads\/2024\/10\/crm-challenges-initiating-crm-solutions-380x285.png 380w, https:\/\/www.bhea.com\/blog\/wp-content\/uploads\/2024\/10\/crm-challenges-initiating-crm-solutions-550x413.png 550w, https:\/\/www.bhea.com\/blog\/wp-content\/uploads\/2024\/10\/crm-challenges-initiating-crm-solutions-600x450.png 600w, https:\/\/www.bhea.com\/blog\/wp-content\/uploads\/2024\/10\/crm-challenges-initiating-crm-solutions-760x570.png 760w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/figure><div class=\"wp-block-media-text__content\">\n\n<p class=\"wp-block-paragraph\">Facing these challenges compels management to<strong> consider CRM as the right solution<\/strong>, although the list could be longer. Generally, a responsible person from among the <strong>business users or the IT team<\/strong> heads the task of taking this initiation further.<\/p>\n\n<\/div><\/div>\n\n\n\n<p class=\"wp-block-paragraph\">While the executive sponsor participates in many activities, from identifying responsibilities onward, it\u2019s often the<strong> IT or business user<\/strong> who takes the lead on coordination and other aspects.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">This role played by the coordinator remains quite crucial in the whole implementation as it is this person who is liable to interact with <strong>Vendors, Business Users and the Executive sponsor team.<\/strong>  However, if the person identified for this responsibility is not a qualified and experienced<strong> CRM Implementation specialist<\/strong>, this may impact the<strong> implementation process. <\/strong><\/p>\n\n\n\n<div class=\"wp-block-media-text is-stacked-on-mobile has-gray-200-background-color has-background cnvs-block-core-media-text-1729502777380\"><figure class=\"wp-block-media-text__media\"><img loading=\"lazy\" decoding=\"async\" width=\"800\" height=\"600\" src=\"https:\/\/www.bhea.com\/blog\/wp-content\/uploads\/2024\/10\/crm-implementation-coordinator-vendor-business-users.png\" alt=\"Coordinator\u2019s role in CRM implementation, liaising between vendors, business users, and executive sponsors\" class=\"wp-image-7821 size-full\" srcset=\"https:\/\/www.bhea.com\/blog\/wp-content\/uploads\/2024\/10\/crm-implementation-coordinator-vendor-business-users.png 800w, https:\/\/www.bhea.com\/blog\/wp-content\/uploads\/2024\/10\/crm-implementation-coordinator-vendor-business-users-300x225.png 300w, https:\/\/www.bhea.com\/blog\/wp-content\/uploads\/2024\/10\/crm-implementation-coordinator-vendor-business-users-768x576.png 768w, https:\/\/www.bhea.com\/blog\/wp-content\/uploads\/2024\/10\/crm-implementation-coordinator-vendor-business-users-380x285.png 380w, https:\/\/www.bhea.com\/blog\/wp-content\/uploads\/2024\/10\/crm-implementation-coordinator-vendor-business-users-550x413.png 550w, https:\/\/www.bhea.com\/blog\/wp-content\/uploads\/2024\/10\/crm-implementation-coordinator-vendor-business-users-600x450.png 600w, https:\/\/www.bhea.com\/blog\/wp-content\/uploads\/2024\/10\/crm-implementation-coordinator-vendor-business-users-760x570.png 760w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/figure><div class=\"wp-block-media-text__content\">\n\n<p class=\"wp-block-paragraph\">While the <strong>executive management is pushing for a CRM implementation,<\/strong> we must conduct a ground-level assessment to identify and prioritize pressing challenges.<\/p>\n\n<\/div><\/div>\n\n\n\n<p class=\"wp-block-paragraph\">It involves human participation. If the company is dictatorial or a purely operational business company, sometimes a push from the top will work easily; such companies have a culture of following the decision of their top management.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<div class=\"wp-block-cover alignfull is-light has-parallax is-cnvs-vert-align-middle wp-elements-89f0907295719120bd671f80138a4c84\" style=\"min-height:240px;aspect-ratio:unset;\"><span aria-hidden=\"true\" class=\"wp-block-cover__background has-background-dim-0 has-background-dim\"><\/span><div class=\"wp-block-cover__image-background wp-image-7017 has-parallax\" style=\"background-position:50% 50%;background-image:url(https:\/\/www.bhea.com\/blog\/wp-content\/uploads\/2024\/08\/call-to-action-bg-image.png)\"><\/div><div class=\"wp-block-cover__inner-container is-layout-flow wp-block-cover-is-layout-flow\">\n<div class=\"wp-block-columns are-vertically-aligned-center is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:60%\">\n<h2 id=\"get-ready-to-unleash-the-power-of-your-business-with-sugarcrm\" class=\"wp-block-heading has-text-align-center has-black-color has-text-color has-link-color wp-elements-6b654745b3157de0f8706185c7c00ef2\" style=\"font-size:29px\">Get Ready To Unleash the Power of Your Business with SugarCRM<\/h2>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns alignwide are-vertically-aligned-center is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n\n\n\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:60%\">\n<div class=\"wp-block-buttons is-content-justification-center is-layout-flex wp-container-core-buttons-is-layout-fe48e5de wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"http:\/\/bhea.com\/contact-us\/\">Contact Us for a Quick Demo!<\/a><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<p class=\"wp-block-paragraph\">But nowadays, the <strong>executives<\/strong> want to implement their own ideas and prefer to be a part of the process where they can give their opinion on <strong>the needs of a CRM<\/strong>. The main issue here is in identifying the person who can define the needs and accept the outcome. To ensure the system meets<strong> end-user needs<\/strong>, the developer must clearly specify and secure approval for exact deliverables before implementation.<\/p>\n\n\n\n<div class=\"wp-block-media-text is-stacked-on-mobile has-gray-200-background-color has-background cnvs-block-core-media-text-1729502947993\"><figure class=\"wp-block-media-text__media\"><img loading=\"lazy\" decoding=\"async\" width=\"800\" height=\"600\" src=\"https:\/\/www.bhea.com\/blog\/wp-content\/uploads\/2024\/10\/crm-executive-business-user-participation.png\" alt=\"CRM implementation involving executive and business user participation for usability and needs assessment\" class=\"wp-image-7822 size-full\" srcset=\"https:\/\/www.bhea.com\/blog\/wp-content\/uploads\/2024\/10\/crm-executive-business-user-participation.png 800w, https:\/\/www.bhea.com\/blog\/wp-content\/uploads\/2024\/10\/crm-executive-business-user-participation-300x225.png 300w, https:\/\/www.bhea.com\/blog\/wp-content\/uploads\/2024\/10\/crm-executive-business-user-participation-768x576.png 768w, https:\/\/www.bhea.com\/blog\/wp-content\/uploads\/2024\/10\/crm-executive-business-user-participation-380x285.png 380w, https:\/\/www.bhea.com\/blog\/wp-content\/uploads\/2024\/10\/crm-executive-business-user-participation-550x413.png 550w, https:\/\/www.bhea.com\/blog\/wp-content\/uploads\/2024\/10\/crm-executive-business-user-participation-600x450.png 600w, https:\/\/www.bhea.com\/blog\/wp-content\/uploads\/2024\/10\/crm-executive-business-user-participation-760x570.png 760w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/figure><div class=\"wp-block-media-text__content\">\n\n<p class=\"wp-block-paragraph\">To ensure complete<strong> usability assessment upon implementation<\/strong>, <strong>business users <\/strong>must actively participate in content verification throughout the development process. It is generally quite difficult for the end users to decide whether they are receiving exactly what they are looking for or not.<\/p>\n\n<\/div><\/div>\n\n\n\n<p class=\"wp-block-paragraph\">Any failure to meet the<strong> users\u2019 business needs<\/strong> constitutes a delivery failure for the system. The best way to avoid this would be to involve the end users from the start and try to see the <strong>CRM requirement<\/strong> from their perspective.<\/p>\n\n\n\n<div class=\"wp-block-media-text is-stacked-on-mobile has-gray-200-background-color has-background cnvs-block-core-media-text-1729503032438\"><figure class=\"wp-block-media-text__media\"><img loading=\"lazy\" decoding=\"async\" width=\"800\" height=\"600\" src=\"https:\/\/www.bhea.com\/blog\/wp-content\/uploads\/2024\/10\/crm-end-user-involvement-feedback.png\" alt=\"Involving end users in CRM implementation to ensure business needs are met\" class=\"wp-image-7819 size-full\" srcset=\"https:\/\/www.bhea.com\/blog\/wp-content\/uploads\/2024\/10\/crm-end-user-involvement-feedback.png 800w, https:\/\/www.bhea.com\/blog\/wp-content\/uploads\/2024\/10\/crm-end-user-involvement-feedback-300x225.png 300w, https:\/\/www.bhea.com\/blog\/wp-content\/uploads\/2024\/10\/crm-end-user-involvement-feedback-768x576.png 768w, https:\/\/www.bhea.com\/blog\/wp-content\/uploads\/2024\/10\/crm-end-user-involvement-feedback-380x285.png 380w, https:\/\/www.bhea.com\/blog\/wp-content\/uploads\/2024\/10\/crm-end-user-involvement-feedback-550x413.png 550w, https:\/\/www.bhea.com\/blog\/wp-content\/uploads\/2024\/10\/crm-end-user-involvement-feedback-600x450.png 600w, https:\/\/www.bhea.com\/blog\/wp-content\/uploads\/2024\/10\/crm-end-user-involvement-feedback-760x570.png 760w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/figure><div class=\"wp-block-media-text__content\">\n\n<p class=\"wp-block-paragraph\">Although, from the perspective of <strong>the Executive Management<\/strong>, it may be fine, but it is equally important for us to know the feedback of <strong>the End Customers. <\/strong><\/p>\n\n<\/div><\/div>\n\n\n\n<p class=\"wp-block-paragraph\">Some of the challenges that might face by the end users are:<\/p>\n\n\n\n<ul class=\"wp-block-list is-style-cnvs-list-styled-positive cnvs-block-core-list-1716449315445\">\n<li>Getting leads that are very old<\/li>\n\n\n\n<li>Instead of waiting almost 2 days for a response about stock availability in the godown, users crave a system that instantly delivers the information they need.<\/li>\n\n\n\n<li>No information and follow up on the bookings and orders being made. Users generally prefer a place where they can have immediate details on the orders being placed, instead of requesting the Execution team for more information.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Capturing these business needs from the perspective of the end user and addressing them during the<strong> CRM Implementation<\/strong> <strong>leads to greater success in<\/strong> <strong>CRM Implementation through User Adoption.<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"We have implemented CRM for quite sometime now in multiple&nbsp;industries. As part of these implementations, we have interacted&hellip;\n","protected":false},"author":5,"featured_media":7379,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"two_page_speed":[],"csco_singular_sidebar":"","csco_page_header_type":"","csco_appearance_masonry":"","csco_page_load_nextpost":"","csco_post_video_location":[],"csco_post_video_location_hash":"","csco_post_video_url":"","csco_post_video_bg_start_time":0,"csco_post_video_bg_end_time":0,"footnotes":""},"categories":[41],"tags":[51,69,49,70,71,47],"class_list":["post-5842","post","type-post","status-publish","format-standard","has-post-thumbnail","category-crm-implementation","tag-crm","tag-crm-business-needs","tag-crm-implementation","tag-crm-requirement","tag-crm-user-adoption","tag-sugarcrm","cs-entry","cs-video-wrap"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.2 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Business Needs 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