Randy Wadle, CEO, NetWise Don Abernathy, CFO, Extensis Melissa Amaon, Client Relations Manager, Advanstaff Ralph Labarta, CTO, Engage Britt Landrum III, President, Landrum Susan Primrose, Dir IT Projects, CoAdvantage

Technology Adoption Workshop  Facts and Figures  Recipe for Success  Importance of Culture  Client Experience  Q&A

Facts and Figures 2011 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.

Facts and Figures 73% of companies do not have high confidence in their CRM data – Source: Miller Heiman Research Institute, 2014 Sales Best Practices Study which is an ongoing program with >30,000 participants over 11 years. Up to 70% of CRMs fail in the USA – Source: 2012 Gartner Research Study 70% of CRMs fail in Europe – Source: Butler Research study

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

Facts and Figures Top Success Factors Cited Methodical plan and execution Active project management Frequent, visible Exec support Top Failure Factors Cited Failure of executive sponsorship Absence of project management Resistance to change

Recipe For Success User Involvement from start CRM Ambassador Routine Usage Guide Easy To Use Training Reward Users Source: SuperOffice.com “commonly reported CRM failure rate near 63%”

Recipe For Success Adopt Incrementally Establish a high performing team Communicate effectively Knowledge Base Effective technical support Manage change effectively Source Jazz.net Accelerating 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.com Change Management: 5 Best Practice techniques to drive adoption by Chris Morrison What some others think about CRM adoption…

Recipe For Success - Leadership Visible Support from Leadership System Evangelist(s) Adequate Time & Budget Allocated to Project

Recipe For Success - Aim Clear Definition of Success Communicate Expectations Baby Steps FOCUS, FOCUS, FOCUS!

Recipe For Success – Vendor Relationship ABCD of a good vendor partnership 1 – Able, Believable, Connected, Dependable Win-Win Relationship – Invested in your success Mutual respect and integrity Understand your business, not just the software

Importance of Culture The world is changing very fast. Big will not beat small anymore. It will be the fast beating the slow. -Rupert Murdoch

Embracing Change – Key Points MASSIVE support from Executives The Carrot and the Stick System Evangelists encouraging and monitoring usage Planning for short-term productivity loss Taking risk that result in a mistake are tolerated or even celebrated Status quo is no longer accepted Training and best practices

Client Experiences