For success of any CRM implementation, user adoption is a crucial factor.What good is any CRM system, if the users are not using it ? As an employee I would always say that I am using the CRM System on a regular basis, but how can the management track the same? So from a management stand point it becomes very important to know some key usage metrics.
For example:
Some of the key questions that concerns the management, after making an investment in a CRM system are,
1) Are my Sales Reps/Service Reps/Other Users using the CRM system on a regular basis ?
2) What is the system utilization ? What is the average login usage of every user ?
3) Who is not using the system regularly ? If they are not how can the management help?
4) What is the record usage ? How many records were created, modified and deleted by each user ?
So on and so forth ...
Looking into these metrics the management can then optimize the processes or educate the users better, in order to increase their CRM system usage.
Below are two useful reports that I have designed using the "Usage Tracking Analysis" subject area ! You can quickly create these reports by navigating to Reports > Design Analysis and select "Usage Tracking Analysis" subject area under the Analytics section in Oracle CRM On Demand.
There you are ! You can now have a better understanding of how the system is being used by your users ! isn't it cool and simple ? Apart from these stand alone reports, you can also create historical trending reports which show comparison of User Adoption over a period of time.
Hope you liked it ! Feel free to post your comments and suggestions.
For example:
Some of the key questions that concerns the management, after making an investment in a CRM system are,
1) Are my Sales Reps/Service Reps/Other Users using the CRM system on a regular basis ?
2) What is the system utilization ? What is the average login usage of every user ?
3) Who is not using the system regularly ? If they are not how can the management help?
4) What is the record usage ? How many records were created, modified and deleted by each user ?
So on and so forth ...
Looking into these metrics the management can then optimize the processes or educate the users better, in order to increase their CRM system usage.
Below are two useful reports that I have designed using the "Usage Tracking Analysis" subject area ! You can quickly create these reports by navigating to Reports > Design Analysis and select "Usage Tracking Analysis" subject area under the Analytics section in Oracle CRM On Demand.
There you are ! You can now have a better understanding of how the system is being used by your users ! isn't it cool and simple ? Apart from these stand alone reports, you can also create historical trending reports which show comparison of User Adoption over a period of time.
Hope you liked it ! Feel free to post your comments and suggestions.
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