Strong user adoption is key to the success of any software-as-a-service (SaaS) CRM system. Attaining it requires a deep understanding of the three pillars of adoption – people, process and technology – and how they influence CRM success. Most organizations are surprised by the slow or low rates of end-user adoption encountered after deploying a new CRM solution. Achieving high levels of user adoption requires much more than end-user training. With more than 3,000 successful cloud computing engagements, our experts know that without optimal alignment of the three pillars, a cloud-based CRM solution may deliver on customer expectations for sales gains, productivity or return on investment (ROI).