--- title: When It Comes To CRM, User Adoption Is Always A Challenge. Here's How One Of Our Biggest Clients Pulled It Off description: User Adoption Is Always A Challenge. You may have the best possible CRM solution on the market, a deep vertical award-winning software geared to meet your every need. image: https://resource.nexj.com/hubfs/Client_Onboarding_Turn_Obligation_Into_Opportunity-768x367.png --- [![nexj-white-blue](https://resource.nexj.com/hs-fs/hubfs/nexj-white-blue.png?width=140&name=nexj-white-blue.png "nexj-white-blue")](https://www.nexj.com) [Back to Corporate Website](https://www.nexj.com/) [TOPIC // Corporate Banking](https://resource.nexj.com/blog/tag/corporate-banking) # When It Comes To CRM, User Adoption Is Always A Challenge. Here's How One Of Our Biggest Clients Pulled It Off - - - You may have the best possible CRM solution on the market, a deep vertical award-winning software geared to meet your every need. What you will always struggle with is poor [user ](https://www.nexj.com/industry-solutions/topics/user-adoption-for-financial-services-crm/)adoption. This is why a Google search throws up thousands of case studies featuring experts, amateurs, and everyone in between, sharing their perspectives on how to tackle this particular problem. Our client began by identifying the most common challenges that financial services organizations usually face when it comes to boosting user adoption. Trust, for instance, is often an issue because users need to be convinced of the efficacy of a new product or solution. There is also the fear of being monitored, which our client was cognizant of. They also acknowledged the need to work across departments seamlessly. While these seemed like issues that could easily be managed by bringing a reputed CRM on board, they were aware that barely 40 percent of businesses claim a CRM adoption rate of 90 percent or more. They had specific challenges of their own, such as limitations within reporting functionality, the volume of custom fields, coordination issues with the final 10% of migrations, and training. Many of our clients have noticed that the biggest challenge is every team wants something different. This is expected, but still difficult especially when some requests are odd. What most of our clients do is evaluate the pros and cons of all requests carefully. For example, a large team recently wanted specific functionality that wouldn’t be considered important for all users. So, our clients simply offered an option to turn it on and left it off for other teams. Ultimately, user adoption is boosted when one can explain the market value of a solution and communicate constantly. Our client held training sessions, went on road trips, and took the concept of continuous support very seriously. They also tracked the way customers used their tools. At NexJ, we have learned a lot of things about user adoption over the years, starting with the fact that our customers don’t always want change. Sometimes, specific CRM tools hamper adoption; at other times, there is a marked preference for functionalities offered by some solutions that others don’t offer. As global pioneers with a long-established principles-led approach to delivering leading performance, we know best practices alone don’t lead to success. We follow them, of course, but also make sure we convey benefits, drill down the process with rigorous training, offer the right mix of personalization and simplification, and ensure our CRM is scalable as well as flexible. We asked this specific client if they had any words of advice for financial organizations struggling with user adoption. Their response: Train, train, train. It should never stop, and makes all the difference. Today, they are proud to have an adoption rate of between 85 and 90 percent, primarily because of how they have implemented change and trained their users. By the end of 2019, they completed their migration project, increased firm-wide adoption with a total adoption rate of 85 percent, and saw a 40% reduction of defects since 2018. If you have questions about [integration](https://www.nexj.com/2019/01/31/if-your-crm-doesnt-take-integration-seriously-how-can-it-offer-seamless-access-to-all-data/), boosting user adoption, or getting the most out of your investment, why not [give NexJ a call](https://www.nexj.com/contact/)? **Tags:** [Corporate Banking](https://resource.nexj.com/blog/tag/corporate-banking), [Commercial Banking](https://resource.nexj.com/blog/tag/commercial-banking), [Wealth Management](https://resource.nexj.com/blog/tag/wealth-management), [Private Banking](https://resource.nexj.com/blog/tag/private-banking), [Artificial Intelligence](https://resource.nexj.com/blog/tag/artificial-intelligence), [User Adoption](https://resource.nexj.com/blog/tag/user-adoption) Share: - - - PREVIOUS POST [How Important Is A Concierge Service In Private Banking? 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An interview with Andrew Cant, VP, Financial Services Solutions](https://resource.nexj.com/blog/2020/01/27/how-important-is-a-concierge-service-in-private-banking-an-interview-with-andrew-cant-vp-financial-services-solutions) [NexJ Systems Inc.](https://resource.nexj.com/blog/author/superadminsystems9) - Jan 27, 2020 [Servicing the Client Across Their Journey](https://resource.nexj.com/blog/2017/03/14/servicing-the-customer-across-their-journey) [Adam Edmonds](https://resource.nexj.com/blog/author/adam-edmonds) - Mar 14, 2017 ## Related Posts - - - ## [5 Things Not Working with Today’s Wealth Management CRM](https://resource.nexj.com/blog/5-things-not-working-with-todays-wealth-management-crm) There are a lot of customer relationship management (CRM) solutions out there, including many by large and well-known companies, but that doesn’t mean it’s easy to find a solution that works for wealth management firms and the advisors working with them. In our experience, the opposite is true – when we talk with potential clients who are interested in the NexJ Integrated Advisor Desktop (IAD), what we hear is a lot about what doesn’t work for them. [Read Post](https://resource.nexj.com/blog/5-things-not-working-with-todays-wealth-management-crm) - - - ## [Wealth Management Priorities Discussed in New York](https://resource.nexj.com/blog/wam22) Having our finger on the pulse of the wealth management industry allows us to develop solutions that address the challenges firms, like yours, face. To that end, hearing from folks at firms like Charles Schwab, Merrill Lynch, Morgan Stanley, BNY Mellon and Raymond James among many others at the Aite Wealth and Asset Management Forum on November 9th provided valuable insights on the current challenges they face. [Read Post](https://resource.nexj.com/blog/wam22) - - - ## [Five Ways to Boost Your Advisor Productivity](https://resource.nexj.com/blog/five-ways-to-boost-your-advisor-productivity) Until advisors can clone themselves, the only path to growth for them – and the firms for which they work – is to get more done in the same amount of time. Technology is part of the answer, but how that technology is applied is even more important. [Read Post](https://resource.nexj.com/blog/five-ways-to-boost-your-advisor-productivity) Stay Informed ## subscribe **today** ![16](https://cdn2.hubspot.net/hub/5152923/hubfs/HP_Theme/images/16.jpg?width=3953&name=16.jpg "16") ![nexj-white](https://resource.nexj.com/hs-fs/hubfs/nexj-white.png?width=90&name=nexj-white.png "nexj-white") NexJ Systems, the pioneer of Intelligent Customer Management, is the trusted partner for CRM products by global financial services institutions due to their deep domain expertise, next-generation technology, strategic investment in innovation, and strong commitment to customer success. ## Industry Solutions - [CRM for Wealth Management](https://www.nexj.com/industry-solutions/wealth-management/) - [CRM for Private Banking](https://www.nexj.com/industry-solutions/private-banking/) - [CRM for Sales, Trading & Research](https://www.nexj.com/industry-solutions/sales-trading-and-research/) - [CRM for Commercial Banking](https://www.nexj.com/industry-solutions/commercial-banking/) - [CRM for Corporate Banking](https://www.nexj.com/industry-solutions/corporate-banking/) - [CRM for Insurance](https://www.nexj.com/industry-solutions/insurance/) ## Our Company - [About Us](https://www.nexj.com/company/about-nexj-systems/) - [Investor Relations](https://www.nexj.com/company/investor-relations/) - [Analyst Coverage](https://www.nexj.com/company/analyst-coverage/) - [Leadership](https://www.nexj.com/company/management-team-board-members/) - [Partners](https://www.nexj.com/company/partner-program/) - [Press Room](https://www.nexj.com/company/press-room/) ## Resource Center - [White Papers](https://www.nexj.com/resources/white-paper/) - [Analyst Reports](https://www.nexj.com/resources/industry-analyst-reports/) - [Brochures](https://www.nexj.com/resources/brochure/) - [Case Studies](https://www.nexj.com/resources/case-studies/) - [Videos](https://www.nexj.com/resources/video/) - [Webinars](https://www.nexj.com/resources/webinar/) ## Contact us [Info@nexj.com](mailto:Info@nexj.com) NexJ Systems Inc. 10 York Mills Road, Suite 700 Toronto, Ontario M2P 2G4 Canada P: +1 (416) 222-5611 F: +1 (416) 222-8623 - [Facebook](http://www.facebook.com) - [Twitter](http://www.twitter.com) - [Linkedin](http://www.linkedin.com) - [YouTube](https://www.youtube.com/user/nexjsystems/) #### Related CRM Topics for the Finance & Insurance Industry - [BPM Software](https://www.nexj.com/industry-solutions/topics/business-process-management-bpm-software/) - [Client Lifecycle Management](https://www.nexj.com/industry-solutions/topics/client-lifecycle-management/) - [Contact Centre CRM](https://www.nexj.com/industry-solutions/topics/contact-centre-crm-software/) - [Digital Engagement](https://www.nexj.com/industry-solutions/topics/digital-engagement/) - [Financial Advisor CRM](https://www.nexj.com/industry-solutions/topics/crm-for-financial-advisors/) - [Financial Services CRM](https://www.nexj.com/industry-solutions/topics/crm-for-financial-services/) - [Intelligent Customer Management](https://www.nexj.com/industry-solutions/intelligent-customer-management/) - [MiFID II Compliance](https://www.nexj.com/industry-solutions/topics/mifid-ii-compliance-for-wealth-management-and-private-banking/) - [Suitability & Appropriateness](https://www.nexj.com/industry-solutions/topics/suitability-and-appropriateness/) - [User Adoption for CRM](https://www.nexj.com/industry-solutions/topics/user-adoption-for-financial-services-crm/) Copyright © 2026 NexJ Systems Inc. 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