← Every exhibit
Why is CRM adoption a knowledge integration challenge rather than a rollout?
| State | Observable question | What it does not prove |
|---|---|---|
| Provision | Was the tool configured and made available? | That sellers accept or use it. |
| Acceptance | Do sellers see a reason to use it and intend to do so? | That use changes selling work. |
| Integration | Which customer information or workflow is now part of the selling activity? | That performance improved causally. |
| Knowledge | What was learned, retrieved, or made visible through the tool? | That knowledge is accurate or complete. |
| Support | Which training, supervisor expectation, peer norm, and context enable use? | That one lever explains adoption. |
| Outcome | Which performance object changed, and how was it measured? | That the technology caused every change. |
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Reference & Evidence
Source: Table from this essay. Sources and interpretation are given in the article.
Related exhibits
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The CRM adoption release card
From the essay CRM adoption is knowledge integration, not a rollout
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The four phases and friction points of organizational knowledge transfer
From the essay What is knowledge transfer? Absorptive capacity, operational replication, and stickiness
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How are governance, quality, hygiene, and adoption different?
From the essay What is CRM data governance? Revenue control before reporting