When training members of your organization to use a CRM, there are a number of things that commonly take place. Employees generally convene in multiple sessions. A trainer leads each session, and hopefully this individual does a good job of explaining how to use the system and why using the system is important. If all goes well, employees gain an understanding of how to use the CRM. Depending upon a business's training needs, this could describe training for a number of individuals, including:
- An administrator
- New employees
There are traditional methods that can be utilized to ensure that each aspect of CRM training is done proficiently, but sometimes thinking outside the box can be just as effective. Here are a couple of non-traditional training strategies that could improve the effectiveness of your business's CRM training.
Segmenting: A best practice in CRM training is to have individual departments trained on the system separately. This ensures that members of each department learn aspects of the system they will use. No one thinks it’s a good idea to have someone from human resources sitting through a training session on managing the sales funnel. An obvious example like this highlights the need for interdepartmental segmentation, but what about intradepartmental segmentation?
What if there are members of a department that have varying levels of experience with CRM? Would a training session be effective if there is someone who has five years of experience using CRM and another that doesn’t know what a CRM is? To maximize the effectiveness of training, consider segmenting users based on areas like experience, prior knowledge and tech savviness.
Informal Learning: A study published in the 2007 Chief Learning Officer Business Intelligence Industry Report found that 58 percent of workplace learning is done informally. This suggests that the majority of what employees know about their jobs is not learned inside a class-like setting.
This is an interesting statistic, but before you read too much into this, let’s note that there are exceptions to every rule. When training employees to use a CRM, a formal training setting is a must. CRM users aren’t going to become proficient at using the system by playing around with it and bouncing ideas off of each other. However, there are ways to educate employees in a supplemental fashion outside a formal setting. A few ways employees can learn about the CRM informally are:
- Reading CRM books
- Following CRM related blogs
- Following CRM content producers on social media
- Watching demo and training videos on sites like YouTube and Vimeo
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