By Cathy Boudreau
What is CRM Training and why is it so difficult sometimes to get your employees up to date on rapidly developing new technology? It is vitally important, though, when integrating CRM, to set up appropriate CRM training for your staff. A CRM implementation strategy must be carried out properly to ensure efficiency.
Essentially, your employees need to understand how the system works, as well as understand the clients and their needs. No doubt this process is time consuming, but it is well worth the time and effort, as you will be better able to understand and meet the needs of your clients. CRM training needs to cover two types of information: relational knowledge and technological knowledge.
- Relational knowledge: CRM includes many things, including managing the information of current customers and organizing leads to generate new business. Your staff needs to understand your company values and internal processes and how they affect customer relations. Partnering with a CRM company can be a boon, as they will provide training for your employees to help them learn to better serve your customers’ needs. A well organized CRM plan, run by employees who understand the strategies behind it, will increase your profits and sales dramatically. Employees must also understand how company processes (like a sales process) are being handled in the CRM system. For example, they might “subscribe” to the Miller-Heiman sales methodology. How is that replicated in the CRM system? How do I do all the steps associate with the M-H in Salesforce?
- Technological knowledge: The best CRM software is easy to use, and easy to implement. Even so, it will take an initial investment of time and energy to teach your employees to use it. Classroom-based instruction can be useful, but does not always address the specific needs of the individuals on your staff. A varied approach, incorporating several different learning styles, can be extremely beneficial. Understanding how employees prefer to acquire new knowledge can help you reach out to them and build a stronger team. Even though training delivery is very important, there is no need to get overly technical in a training series, whether in a classroom, a webinar or a combination of both.
Some employees may be resistant to change or feel more comfortable with an alternative process. It is important to get your staff on board with the program, adequately address the way they prefer to acquire the knowledge, and promote lasting knowledge retention. Make sure to show your employees how the program will benefit them personally. Then, follow up and make sure that your employees have the proper information and are not developing any bad habits that could be disruptive.
Organizations that spend money to incorporate a CRM software need to be mindful that their investment sustain throughout the company. Therefore, it is critical to offer training to employees quickly and effectively. With many different training options available, consult your employees to find out which method they prefer in order to get the highest level of support. With proper training, your staff can help you implement a CRM strategy that will bring your company increased success and profit.
Want more information? Download our CRM Training EBook. This Ebook talks about why training is important to the success of your CRM implementation, considerations for training, delivery methods for training and ramification of not training your employees on how to use the system.