User Acceptance
Term from the CRM Lexicon
Definition
User acceptance in CRM is the extent to which employees adopt and successfully use a Customer Relationship Management system for their daily tasks to achieve company goals. High user acceptance is crucial as it leads to increased productivity and the full realization of a CRM system's potential. Reasons for low acceptance include a lack of user-friendliness, reservations about the technology, or insufficient training.
The most important factors that directly influence the acceptance of a CRM system are:
| User-friendliness | Intuitive interface, easy navigation, role-based dashboards | |
| Content Relevance | CRM must reflect actual work processes and information needs | |
| Training & Support | Accompanying webinars promote understanding and application | |
| Meaningfulness | CRM as a tool for better customer care and sales optimization | |
| Technical Stability & Integration | Seamless connection to other systems such as ERP, Outlook, SharePoint |