Here is Forrester Research on user how to get more value from your CRM implementation:

“The biggest culprit in keeping organizations from fully taking advantage of their CRM implementations is user adoption — a longtime scourge of successful CRM projects.”

Here I am on user adoption:

“While there are many factors that affect long-term success of an AMS, one underlying factor is user adoption. User adoption reflects how well (or not) the staff takes to using the new database.”

Here is Forrester on training:

“‘User training — that typically is given short shrift,’ Band said.”

Here I am on training:

“Training may well be the most important staff-related expense. Let’s face it, when it’s time to trim the budget—any budget—training is one of the first items to go. This is ironic because training is key to the long-term success of any implementation—yet most associations give training very short shrift.” [Editor's note: I wrote this over a year ago.]

It’s nice to see Forrester finally catching up with my analyses.