Strategies to Overcome SAP CRM User Adoption Challenges

  • by Jerine Rosato, Program Manager and Manager of CRM, San Diego Unified Port District
  • January 15, 2010
See how the Port of San Diego struggled with user adoption after the implementation of SAP CRM. Learn some of the expected (as well as unexpected) risks that an organization can encounter after introducing new software such as SAP CRM, and read about techniques to help end users embrace it.
Key Concept
End-user adoption refers to the moment when end users understand the value of a product (in this case, SAP CRM) and begin to fully use its functionality. It can also include the time after the adoption when end users find new and different ways to use SAP CRM in their business.
In the previous articles on the Port of San Diego’s SAP CRM implementation, I covered how my team and I selected SAP, implemented it, and considered an upgrade or reimplementation. Now I describe some of the project management challenges for SAP CRM user adoption, what we tried, and what worked for our organization — along with our efforts to continue overcoming some of these challenges.

Jerine Rosato

Jerine Rosato has worked for the Port since 2001 and is responsible for the continued development and operations of the Port’s CRM program. She also works closely with the ongoing development and implementation of the Port’s COMPASS strategic plan, as well as the development of new strategic programs for the Port. Prior to her work at the Port, Jerine was involved in developing start-up organizations for more than 20 years, including experience in research and development, strategic planning, process engineering/re-engineering, and technical writing. Jerine has published two articles on the strategic planning process for trade publications and presented to many organizations on CRM in the public sector. Jerine holds a bachelor of science degree in organizational behavior.

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