For Business Process Professionals

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	May 31, 2005 People Plus Technology Determines CRM Success The Bank of New York Exploits "High User Involvement" To Ensure User Adoption by William Band with John Ragsdale, Jessica Harrington, Ian Schuler

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Executive Summary

Rapid user adoption of CRM technologies is crucial to achieve productivity gains from customer-facing investments. The Bank of New York used a "high user involvement" strategy to encourage 1,650 users to adopt a unified sales process in 32 countries. Its keys to success: getting users involved early, using an efficient implementation approach, and maintaining a tight focus on delivering benefits for users, not just management. Organizations implementing CRM should follow The Bank of New York's lead and make user involvement, training, and user-focused benefit messaging central to every project.

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