Summary
For years, B2B organizations have focused on driving tool usage with an activity-based definition that measures whether and how often end users log in to the tools or enter data. While the number of logins is a tangible indicator of use, it is not evidence of usefulness or meaningful adoption. The focus must change to promoting end-user adoption that recognizes and leverages the value that can be gained from technology investments. In this report, we introduce the Forrester Technology Adoption Spectrum (see Figure 1) and describe the five stages in the journey to end-user adoption.
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