User Adoption – Best Practices

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When is implemented (or any CRM system for that matter), it is important to ensure that usage metrics are being tracked. Usage metrics allow us to determine what parts of the system are being used (and which are being avoided) as well as who is using the system. There are many different metrics that can be used to track usage in the system including:

  1. Users Logged in, Last 7 Days (Weekly)
  2. Users NOT Logged in, Last 7 Days (Weekly)
  3. Accounts Created by Owner, Last 120 Days (Monthly)
  4. Opportunities Created by Owner, Last 120 Days (Monthly)
  5. Contacts Created by Owner, Last 120 Days (Monthly)
  6. Activities Completed by Assigned To, Last 30 Days (Weekly)
  7. Neglected Opportunities (Last Activity Date) by Owner, Last 30 Days (Weekly)
  8. Open Tasks by Assigned To, Next 60 Days (Weekly)


Data Quality

Quality of data is something that many organizations struggle with on a regular basis. How do we ensure users are filling out all of the necessary information? How do we ensure that users are filling data out in a mannor that is reportable? How do we ensure that the data being entered is valid? These are all questions that you can start answering by implementing a few standard controls.

  1. Validation Rules

    1. By using validation rules, you can enforce business rules within the CRM system. Ensuring that Province/State Codes are entered in two- character format is one such validation rule. Also remember that you can create rules such as that when an opportunity is set to lost, a reason MUST be specified before the user is able to save the record
  1. Page Layout Controls

    1. On each page layout, you have the option of setting any non-formula field as "Required" to ensure that especially important information is inputted by the end-user.
  1. Reports

    1. Ensure that you are tracking Data Quality metrics on a regular basis. Some examples would include:

      1. Accounts with All Key Fields Populated, Monthly (This report would utilize a formula field that calculates a data quality score based upon filled in fields)
      2. Pipeline Stage Aging Report, Weekly
      3. Lead Rating Filled in on Converted Opportunities, Weekly


Business Performance

While measuring usage metrics and data quality metrics are absolutely important, we must also be sure that these metrics are driving adoption of our own internal business processes. How do we determine time-to-value? How do we determine turnover rate? What is our conversion rate? How many and what types of calls do our sales staff need to make to close a deal? These are all typical questions that we handle during an implementation of Here are some metric reports that you can use to help measure business performance:

  1. Opportunity Pipeline by Owner, This Month
  2. Year over Year Pipeline Trend, Monthly
  3. Activity by Type and Sub-Type (or Record Type) by Owner, Weekly/Monthly
  4. Win/Loss Ratio, Fiscal Quarter/Fiscal Year
  5. Sales Leaderboard, Current Month
  6. Won Opportunities by Deal Type by Owner, Current Fiscal Quarter

Understanding that user adoption is important to the success of your CRM implementation is critical. Once you understand this, you can begin to plan and implement metrics that drive adoption and ensure that you are constantly focusing on areas that need attention rather than worrying about the ones that do not.

By | 2017-06-26T10:56:41+00:00 November 1st, 2012|Best Practices, Reports, User Adoption|