1. ClientSpace Best Practices User Adoption

2. Agenda Adoption Success Facts & Figures Culture of Change Executive Support & System Evangelist Baby Steps Accountability Training and Feedback Questions

3. Software Adoption Facts/Figures According to 2011 Computer Economics survey, 51% of all organizations in US have some sort of CRM system Spending on CRM over $12B in 2012 and will grow to over $18B by 2016 according to Gartner Forrester survey 70% of CIOs surveyed cited end user adoption as the primary critical success factor 32% of 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.

4. CRM Project Success Top Success Factors Cited Methodical plan and execution Active project mgmt Frequent, visible Exec support Top Failure Factors Cited Absence of project mgmt Resistance to change Failure of executive sponsorship

5. CRM Adoption Factors Source Core Matrix - Drive User Adoption—and Drive Sales, Productivity, and ROI

6. Organizational Culture of Change “If there is no struggle, there is no progress” Frederick Douglass Organization needs to be prepared and bought into change

7. Visible Executive Support Decision maker needs to be biggest cheerleader 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

8. System Evangelist One individual assigned as the system owner Well trained, solid understanding of needs of business Primary responsibilities: training, new requirements, testing, data interface monitoring Role is considered an important part of their job One ClientSpace leader in each department

9. Baby Steps Find focus of initial rollout and stay focused Keep initial scope as limited as possible Limit enhancements to only CRITICAL issues Insure department readiness

10. Reporting / Accountability System should supply meaningful decision making and job performance data Visible use of system reports / data in daily operational decisions Offer no alternative to using the system

11. 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

12. User Feedback Action Loop Build formal user feedback and idea process Always follow up with users even if the idea will not be implemented Encourage and reward feedback that improves the system

13. Make it FUN! Contests and prizes for early adopters of the system Lunch and learn sessions Incentives for new ideas that are implemented ClientSpace User of the Month