The Adoption Illusion: Why Your CRM Isn't Being Used

On paper, your CRM looks fine. Users are “active.” Dashboards are “live.” Data is “there.” But dig deeper and you’ll find: • Key fields left blank • Activity happening outside the system • Workarounds in spreadsheets and side tools This is the adoption illusion: thinking a system is being used, when in reality, it’s being avoided. Why does it matter? Because adoption isn’t just about “logging in.” It’s about: ✅ Capturing complete customer records ✅ Trusting pipeline visibility ✅ Building the foundation AI agents need to work Key takeaway: If your CRM isn’t the single source of truth, it’s not adoption - it’s decoration. This month, we’ll unpack why adoption fails, how to design for it, and what role automation and AI assistants play in making it stick. #Salesforce #CRM #CRMAdoption #AIagents #ProfessionalServices #YPPExplains

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Marc Wallace

Global IT Leader | Strategic | Agile | Stakeholder Management | Service Delivery

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This “If your CRM isn’t the single source of truth, it’s not adoption - it’s decoration.”

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