Fragile Faith

I met with a client a couple of weeks ago. Four years previously they had invested a decent six figure sum in an implementation of CRM technology. As time passed the system steadily fell into disuse, and the company wanted to review the best way forward. The software they had originally purchased was still one of the most functional in the marketplace, and the most economic option seemed to be to re-implement the latest version. The client felt however, that problems with the initial implementation of the system had sufficiently soured user perceptions, that it would not be viable to re-introduce the technology. They chose instead the significantly more expensive route of buying and implementing new software.

This situation illustrates one of the fundamental tenets of CRM implementation – you only get one bite at the cherry. As a general rule, users have a fragile faith in information technology. In their hearts they don’t really expect it to work. If you are lucky they will give you the benefit of doubt – but only once. Which is why, if you want a successful system, effective management of user perceptions is paramount. Too many companies cut corners in a rush to hit unrealistic live dates, end up using user training sessions as part of the testing process, and going live with bug-ridden software that fails to meet the real needs of the user. They can always re-implement of course, but it’s a costly exercise, particularly if you’ve got to purchase a new software application as well.

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