No matter how intuitive your CRM solution is, or how familiar with other CRM solutions your team are, be prepared to either train the entire team or at least adopt a “train the trainer” approach. People will usually pick up the basics of using a CRM system quite quickly but often the most powerful features are not the most readily apparent ones.
Without training, a new CRM system will struggle to increase productivity. Budget and plan for comprehensive training sessions. Make sure your team understands how the CRM software fits the company’s overall vision and strategy.
Make sure that the party conducting the training also understands this view. If possible, work through the “Rules of Engagement” that you plan to implement with the training party ahead of time, so that a common approach and vision can be promoted.
Also, whilst manuals, on-line videos and tutorials can provide a good introduction to a system, there is still benefit in either face-to-face onsite training, or at least web-ex based training so that staff can ask questions and can dictate the pace of their own learning. In particular, people will want to question how the system relates to their own work practices and processes and this can be difficult to extract from a video tutorial.
Implementing CRM software may disrupt and change routines. Make sure management supports and assists the team through the short-term pain with regular coaching and reviews.
Consider the level of support that the team will require. Determine whether this is best provided internally or via an external expert in the field such as from the vendor themselves or their reseller. Support levels can vary. At one extreme, the support agreement may only allow for basic “how to” type explanations or the pointing of the user to the appropriate place in the manual. At the other, the support provider may be able to make configuration changes, or undertake more complex tasks on behalf of the user.
You may require a greater level of support in the immediate period following a CRM deployment than you will need later on once internal familiarity and expertise has been acquired.
Other Posts In This Topic:
Part 1 – Understand Sales People
Part 2 – Nominate Owners and Champions
Part 3 – Train and Support the Team
Part 4 – Employ Positive Motivators
Part 5 -“Rules of Engagement” & Lead by Example
Part 6 – Measure, Review and Improve