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What Should Be Included and Why?

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(smcnicholas) A CRM solution is only as good as the people using it.  If you don't communicate with the users of the solution and involve them early and often, prepare for failure.  Please see Vendor Showcase suggestion below.

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(smcnicholas) Customer Effective created the User First Design Formula™ - an iterative process developed over hundreds of Microsoft Dynamics CRM implementations.  It’s easy to understand and provides an extreme focus on user adoption as the single most critical aspect of the implementation.  The process is defined by 4 short duration phases designed to meet incremental goals along the way, thereby getting traction with end users at every stage.  The User First Design Formula IS the communication plan, and because it is how we work, it cannot be ignored.

Perhaps the best way to highlight User First Design is to compare a Microsoft CRM implementation it to a typical ERP or accounting system implementation, where the user doesn’t really have a choice. If it’s an accounting system, users must utilize it as a part of their job. But CRM is an optional choice for users – they don’t have to use it, but if the solution makes sense for the user, if it works for the user, they will choose to use it. 

 

Take for example cell phones or email...companies don't have to tell their employees to use cell phones or email because workers already know how these tools help them work productively.  Microsoft CRM can also help workers be productive, and the User First Design Formula was created to help show them how.  One phase of the process involves in-depth interviews to uncover why users at a particular organization would see advantage in using the software.  Then we use that information to build role-based metrics and dashboards based on user input to show them how they will benefit from using Microsoft Dynamics CRM as an everyday productivity tool just like email or cell phones.

 

 

 

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