maku
Adoption

70 % of CRM projects fail.
On the team — not the tech.

The CRM is installed. But the data is incomplete. The processes get bypassed. The team works around it instead of with it.

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The problem

The tech is rarely the problem. It's the people, the processes and the missing why.

«People just need to
get used to it.»

– That's not how change works.

Core problem

Tech without context.

The system gets installed, fields get configured, training gets delivered. But nobody explains why. Without clarity on purpose, motivation is missing.

Training without daily routine.

Adoption happens in the daily routine — when someone has a question. That's exactly when no one is there.

No ownership.

Who cares about data quality? Without clear ownership, every system decays.

Resistance gets ignored.

Resistance has reasons. You need to understand them, not override them.

The approach

How maku ensures adoption.

CRM & Team Adoption is a cross-cutting theme in the Human Growth Cycle™ — it touches all eight phases. Every phase needs a team that understands, uses and evolves the system.

Adoption as an integral part

Adoption isn't an afterthought — it's an integral part of every implementation. We work with the team, not against its resistance.

Enable, don't just train

We enable, we don't just train. The team understands not only the what but the why — and can evolve the system on its own.

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Scope

What's included.

From strategy to day-to-day support — everything adoption needs.

Foundation

Change management strategy

What's changing and why? Who's affected? How do we bring everyone along? Before the tech arrives.

Execution

Role-based training

Not everyone needs everything. We train by role: sales, operations, leadership.

Champions programme

We identify and empower CRM champions inside the team — the people who pull others along.

Day-to-day support

Not just training, but support during the first weeks. Answer questions, eliminate workarounds, build habits.

Adoption tracking

We measure whether the system is being used. Login rates, data quality, process compliance. And steer accordingly.

Results

What it does
in practice.

At DERTOUR Suisse and Smoothline, team adoption was a central part of every implementation.

DERTOUR Suisse — couple relaxing at a tropical resort
Travel — DERTOUR Suisse 80+ stores

CRM successfully adopted

600+ employees use the system as a working tool — not as an annoying obligation.

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Happy patient after an aesthetic treatment
Aesthetic medicine — Smoothline AG ~100 %

Follow-up activation

The team adopted the system and works with it independently — with playbooks for daily practice.

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FAQ

Frequently asked questions about CRM & Team Adoption.

01 Why do CRM rollouts fail so often? +

Because the tech gets thought through without the people. A CRM is only as good as the data going in. Data only goes in if the team has a reason to enter it.

02 How long does an adoption phase take? +

Typically 6–12 weeks, depending on team size and complexity. Adoption takes time — rushed training doesn't produce sustainable usage.

03 Can we book adoption without implementation? +

Yes. If the CRM is in place but not being used, we start directly with adoption. It's one of the most common entry points.

04 What's a champions programme? +

We identify 2–3 people on the team who are technically capable and motivated. They're trained as CRM ambassadors and support their colleagues day-to-day.

Next step

Is your team actually
using the CRM?

Honest assessment. In 20 minutes.

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