What Gets Missed in Adoption

SaaS adoption fails far more often than teams expect, and it rarely has anything to do with bad software. In a recent episode of The SaaS Playbook, Skvare CEO Gena Dellett explains why technology adoption breaks down even when organizations invest in the right tools. Her perspective comes from years of hands-on work with real teams, real constraints, and real implementation challenges across complex organizations.

One of the most common failure points is ownership. When a system moves from shared processes to a tool understood by only a few people, engagement drops. The software may be more powerful, but the organization becomes more dependent and less resilient. This is a common pattern in CRM implementation, SaaS onboarding, and digital transformation efforts where adoption is treated as a technical task instead of an organizational one.

Another reason SaaS adoption struggles is the belief that more features will solve deeper problems. Constant tool switching, feature-driven roadmaps, and platform churn often mask issues related to process design, leadership alignment, and change management. When teams replace systems repeatedly, the root cause is rarely the technology. It usually comes down to unclear expectations, weak communication, or teams that are not ready for change.

Gena’s approach reflects a shift many organizations need to make. Instead of leading with software selection, she leads with people, process, and readiness. Sustainable technology adoption depends on trust, shared understanding, and realistic change management. Software succeeds when it supports how people actually work, not when teams are forced to work around it.