Technology Adoption Strategies Randy Wadle, CEO

AgendaFacts and Figures

Culture of Change

Define the Win / Measurement

Vendor Relationship

Baby Steps

Training, Training, Training

Facts and Figures

Software Adoption Facts/Figures

• According to 2011 Computer Economics survey, 51% of all organizations in US have some sort of CRM system

• 2012 growth rate of 12%, three times average of other enterprise software categories

• Forrester survey• 70% of CIOs surveyed cited end user adoption as the primary critical

success factor• 32% respond that user adoption was their greatest concern• Lack of User adoption is the primary cause of failure for 70% of CRM

projects• 50% of software functionality paid for by clients is not actually used.

CRM Adoption Factors

• Source Core Matrix - Drive User Adoption—and Drive Sales, Productivity, and ROI

CRM Project SuccessTop Success Factors Cited• Methodical plan and execution

• Active project mgmt

• Frequent, visible Exec support

Top Failure Factors Cited• Failure of executive sponsorship

• Absence of project mgmt

• Resistance to change

What some others think

• Adopt Incrementally• Establish a high performing team• Communicate effectively• Knowledge Base• Effective technical support• Manage change effectively

Source Jazz.netAccelerating adoption of software tools and practices by John Duckmanton

• Show the Why• Create a Leader• Keep it Simple• Anoint the Cool• Selection is Everything

Source apparel.edgl.comChange Management: 5 Best Practice techniques to drive adoption by Chris Morrison

Culture of Change

Organizational Culture of Change

The world is changing very fast. Big will not beat small anymore. It will be the fast beating the slow.

- Rupert Murdoch

He who rejects change is the architect of decay. - Harold Wilson

Our dilemma is that we hate change and love it at the same time; what we really want is for things to remain the same but

get better. - Sydney Harris

Culture of Change: Key Points

• Executive Sponsor / MASSIVE support by leaders• System Evangelists are critical for success• Planning for short-term productivity loss• Taking risk that result in a mistake are tolerated or

even celebrated

The Man In The Arena

Culture of Change: Key Points

• Executive Sponsor / MASSIVE support by leaders• System Evangelists are critical for success• Planning for short-term productivity loss• Taking risk that result in a mistake are tolerated or

even celebrated (Man in the arena)

• Status quo is no longer accepted

Technology Implementation Life Cycle

• Innovators: more educated, more prosperous and more risk-oriented

• Early adopters: younger, more educated, tended to be community leaders, less prosperous

• Early majority – more conservative but open to new ideas, active in community and influencers

• Late majority – older, less educated, fairly conservative and less socially active

• Laggards – very conservative, oldest and least educated

Source: http://en.wikipedia.org/wiki/Technology_adoption_lifecycle

Visible Executive Support• Decision maker needs to be biggest

cheerleader… positive talk only publicly• Be the example of how to react to change

• Visible accolades and rewards for project contributors

• Care about data in the system

• Patience and support for change management

• Encourage CRM support staff and support the required time investment

System Evangelists/Role Models

"There is nothing more difficult to take in hand, more perilous to conduct, or more uncertain in its success, than to take the lead in the introduction of a new order of things."

Niccolo Machiavelli - The Prince (1532)

• ClientSpace System Evangelist (Owner)• Well trained, solid understanding of overall business• Primary responsibilities: training, new requirements, testing,

system interfaces and integration• ClientSpace Role Model in each department

• Well trained, solid understanding of needs of department• Visible support from executives

Define the Win

What Is The Definition of Success

What Is The Definition of Success• Define success for the project

• Productivity gains, quality service, decision making, client communication

• Define the what, how, and when to measure• Include incremental checkpoints that reflect the

success criteria• Break project into phases and clearly layout a

realistic schedule

Keep Your Eyes On The Prize• Project manager with

authority and focus• Communicate project

success criteria clearly and often to entire team• Avoid scope creep and

distractions at all costs• Parking lot for ideas

• Patience, it takes time

Vendor Relationship

Find a Partner, not a Vendor• ABCD of a good vendor

partnership1

• Able, Believable, Connected, Dependable

• Win-Win Relationship• Mutual respect and

integrity• Understand your business,

not just the softwareSource: 1. http://leadingwithtrust.com/2011/08/07/vendor-to-partner/

Baby Steps

Baby Steps• Keep initial scope as limited as

possible• Primary focus/goal of the project• Prioritize, simplify, keep it

recognizable

• Limit enhancements to only CRITICAL issues• One big change at a time• Insure department readiness

• Procedures, staff, communication

Training, Training, Training

Training, Coaching, Repeat• Training specific for each

department• Hands on help sessions for first

week(s) after go live• Refresher lunch and learns• Assign a coach for new employees

or new users• Vendor webinars to learn new

features or targeted training topics• KnowledgeSpace