70% of CRM implementations Fail due to Low User Adoption?

70% of CRM implementations Fail due to Low User Adoption?

Ever heard the saying "adapt or die?" In today's rapidly changing business world, it couldn't be more accurate. However, despite its potential benefits, CRM implementation often fails due to low user adoption. According to a study by CSO Insights, as many as 70% of CRM implementations fail due to a lack of user adoption.

Why Do CRM Implementations Fail Due to Low User Adoption?

There are several reasons why the CRM implementation process fails due to low user adoption. The following are some of the most common reasons:

Resistance to Change:

Some employees may be resistant to change and reluctant to learn new processes. This resistance can be due to fear of job loss or a lack of confidence in their ability to use the new software.

Lack of Understanding of the Value:

Some employees may not see CRM's value or understand how it can help them in their day-to-day work.

Poor User Experience:

Suppose the CRM is complex or not user-friendly. In that case, employees may find it frustrating and challenging to use, leading to low user adoption.

Lack of Customization:

If the CRM is not customized to meet the unique needs of the organization, employees may not see how it can benefit them, leading to low user adoption.

As a result, they may not use the CRM to its full potential, leading to an overall decrease in its effectiveness.

Adopting a new CRM system can be a complex process!

But how can you make it seamless? Organizations must invest in the right processes and resources to ensure a seamless shift. This often involves providing proper training, identifying departmental needs, and leveraging full support from top-level executives.

Avon's CRM Failure: Poor Usability and Lack of Training

Avon's implementation of SAP is a prime example of how a feature-rich and robust CRM system can fail due to low user adoption and lack of employee training. In addition, the software was more complex than most users were comfortable handling, resulting in low user adoption and resistance to change.

Avon's CRM failure highlights the importance of its usability and employee training.

Polar Strategy's Solution: A Tailored Adoption Plan

Polar Strategy has developed a proven and tailored Adoption plan designed to increase user adoption rates and ensure CRM success. Their strategy involves identifying key stakeholders, or 'champions,' within each department early in the process.

These champions support the implementation process while identifying key features that add value to their respective departments. By involving departmental champions from the outset, organizations can better understand specific departmental requirements and streamline the implementation of these features.

The polar strategy establishes a working relationship with these champions, which serves as their department's primary point of contact throughout the implementation process.

Measurable Results

Polar focuses on translating key features into measurable results such as KPIs and efficiency gains. This data-centric approach empowers executives to track the impact of CRM implementation and encourage further engagement.

By following this method, Polar Strategy effectively involves all levels of the organization. This collaborative approach ensures everyone has a stake in the system's success, which increases user adoption rate, a successful CRM implementation, and improved results for the organization.

Polar's Proven Track Record

The polar strategy has a proven track record of helping organizations overcome challenges with CRM user adoption, as evidenced by their work with COWI. For example, when COWI (Global Consulting Company) was implementing a new CRM system, it faced significant user adoption challenges due to its complexity.

Polar's tailored training and adoption plan addressed these challenges by identifying champions within each department and involving them in the implementation process from the outset. By working closely with departmental champions, Polar was able to customize the CRM system to meet the specific needs of each department, resulting in increased buy-in and user adoption. To know more, Click SugarCRM.


Organizations must invest in user adoption strategies like those employed by Polar Strategy to prevent low user adoption and CRM implementation failures. With a tailored Training & Adoption plan in place, organizations can ensure the successful implementation of their CRM and reap the benefits of an efficient, interconnected team.


Why is CRM Adoption Low?

CRM adoption is low due to several factors, such as a lack of understanding of the benefits of CRM, inadequate resources to support the adoption, and resistance to change from existing systems and processes.

How to Increase User Adoption?

To increase user adoption, You must make sure that it is user-friendly. Other important factors include proper training of employees and involving them throughout the CRM implementation process. Setting clear goals and objectives for CRM sustainability can also help enhance overall operations.

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