Tips for Redefining Adoption
When we talk to our clients about why they think their technology implementations fail, the answer we hear most often is due to a lack of adoption. End users fail to see the value CRM may have for them and are quick to label it a glorified mailing list or Rolodex. Adoption has long been defined as close to 100% as possible of attorneys using the software.
Typically, “using” means going into the system and adding or updating contacts, adding or removing contacts from lists, or adding activities.
But let's really think about adoption. Some lawyers are billing clients over a thousand dollars an hour, the best use of their time is probably not data entry.
So rather than defining adoption as the amount of data entered into the system, we should measure it by the amount of value attorneys get out of the system.
While this may be counter to the traditional thought of going to each department, training attorney’s all the same way and getting 100% of them using it, taking the time and effort to sit down with each attorney and understanding how they define value and their pain points is how you can increase adoption.
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