Last Friday, we released part one of our two-part blog series on CRM training
. In last week’s blog, we delivered an overview of the various levels of CRM training
. In today’s post, we will provide some CRM training best practices. The following information contains four best practice items that are essential for successful CRM training.
Dedicate enough time to training:
There are certain businesses that have it harder than others when it comes to dedicating time to properly training CRM users. Some businesses may have fewer employees, meaning that there isn’t someone to step in and take on the role of someone that is currently in training. Some businesses may have a fast-paced sales environment where dedicating time to training could be worrisome for salespeople that don’t want to spend time in a classroom when they could be selling. This is understandable; however, if your business is to reap the benefits of deploying a CRM, your users must undergo a sufficient amount of training.
Teach users what they need to know:
Have you ever been to spring training for a Major League Baseball team, or an NFL training camp? If you have, you will know that the players often break away into different groups and practice skills necessary to their position. You won’t see linebackers doing quarterback drills, or first basemen working on their pitching mechanics. When CRM users are being trained for their role with the system, it might be helpful for them to gain an overall understanding of how the system is utilized throughout the organization. However, it won’t be necessary for human resources to learn how to manage the sales funnel or for the marketing department to learn the ins and outs of the systems accounting functionality.
Training shouldn’t end after the initial implementation:
We’ve all heard the saying "you never stop learning". This saying not only applies to life, it applies to CRM, as well. Businesses that make an effort to keep their users knowledgeable of their organization’s CRM on a continuous basis are more likely to get positive results from their CRM.
Train users for the system as it will be, not as it is:
If you search the web, you are likely to find content on how to complete different actions in the CRM that your business deploys. Here’s the thing, unless your business deploys a system that is out of the box without any customizations or configurations, your users won’t have the knowledge they need to carryout actions in the system once it is tailored to the unique needs of your business. This is why training should be in-depth enough that users are taught how to use the system as it will be, and not how the system works out of the box. Training users with only generic information about the CRM will not be beneficial in the long-term.
For more information on CRM training, check out last week’s blog
on the different levels of CRM training. Also, check out this post from May which discusses some alternative CRM training strategies
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