The Key to CRM Adoption: Understanding User Needs | Kristen McGarr

In this eye-opening conversation, Brendon Dennewill sits down with Kristen McGarr, Founder and Fractional CRO from Adroit Insights, to discuss why most CRM implementations fail and what businesses can do differently. They dive deep into the critical importance of prioritizing people and processes before technology, sharing real-world examples of how this approach transformed a 6-person company into a 21-person team in just six months.

Kristen brings her unique perspective as both a CRO and CRM expert, explaining why adoption is the #1 metric for CRM success and how to think about your CRM as a valued team member rather than just another software expense. This episode is perfect for business leaders considering a CRM implementation, struggling with current adoption issues, or planning for growth.

What You'll Learn:

• Why the "people, process, technology" framework is critical for CRM success
• The real reasons CRM implementations fail (and how to avoid them)
• How to calculate the true cost of CRM ownership beyond software subscriptions
• Strategies for maintaining data integrity as your business grows
• The importance of having an internal CRM champion

Resources Mentioned:

• HubSpot: Comprehensive CRM and marketing platform
• Zoho: Business software suite and CRM platform
• Upwork: Platform for finding CRM support resources
• IDC Research: Total value of ecosystem studies
• Google Sheets integrations: For bridging spreadsheet users to CRM adoption