Question
A PM is responsible for implementing a new customer relationship management system and has learned that the sales organization is reluctant to utilize the new system. The organization's reluctance could jeopardize the success of the project. Which of the following steps should be taken to understand the adoption issues and gain organizational acceptance of the initiative? (Choose two.)
- A. Train users on the proper use of the system. Correct
- B. Escalate the issue to the CCB.
- C. Hold sessions to understand user challenges. Correct
- D. Track system usage and report user activity.
- E. Log the issue in the project risk register.
- F. Create a memorandum of acceptable use.
Explanation
Holding sessions with the sales users reveals why they resist the system, and training them on its proper use addresses the most common adoption barrier and builds acceptance. Both are organizational change management activities that act directly on user reluctance. Logging the issue in the risk register only records it without understanding or resolving it, escalating to the change control board is for scope changes rather than adoption, and tracking usage or issuing an acceptable-use memo monitors or mandates behavior without winning acceptance.
