Project Management

Adoption: The Overlooked Key To CRM Deployment Success

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Executive Summary

In early 2003, a large regional communications service provider (CSP) deployed a sales effectiveness solution to thousands of sales users. This sales effectiveness application is designed to boost productivity during the sales interaction with prospects by providing rapid recommendations and guidance to contextual, solution-specific information such as product information, selling tips, competitive information, configuration, pricing and promotions to the sales person at the point-of-sale - when it is most valuable. To achieve user buy-in, adoption and ROI success, the CSP and the sales effectiveness vendor co-developed an adoption program that embraced each set of stakeholders - marketing, sales operations, sales executives, and users.

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