59 | Effective User Adoption and Role-Specific Training | Tina Bishop

In this episode of RevOps Champions, host Therese Brinkman and guest Tina Bishop explore the ADKAR change management model, emphasizing the importance of personal connections and effective user adoption strategies in CRM implementations. Therese underscores the need for one-on-one conversations during the "Desire" phase of ADKAR to secure buy-in and build personal connections. They discuss the crucial role of change managers in identifying both engaged change champions and less enthusiastic team members, aiming to address resistance more effectively.

Tina highlights the necessity of thorough knowledge analysis and gap identification during the "Knowledge" phase, stressing early involvement of change managers and training strategists. The conversation shifts to the "Ability" phase, focusing on the need for role-specific and process-oriented training to ensure users can effectively utilize the CRM platform. Tina advocates for practical and tailored training over generic approaches, urging that just technological features are insufficient without a structured user adoption strategy.

The episode concludes by emphasizing continuous reinforcement and monitoring to sustain effective adoption, with Therese highlighting the importance of early communication and transparent information sharing. The discussion underscores the need to address individual motivations and personal ownership during the Desire phase to achieve high user adoption rates. Finally, both speakers, who are PROSCI certified, stress the critical role of dedicated change management personnel throughout the CRM implementation process, inviting listeners to connect with the Denamico team and explore more content at revopschampions.com.

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