When a new CRM solution has been signed, sealed and delivered, it’s all too easy to think that the hard work is over. However, there’s no sitting back to relax just yet…we’re sorry to say that the pat on the back must be delayed!
User adoption is arguably the most important part of your project, for without all your users embracing your new Microsoft Dynamics 365 system to the full, your efforts have been in vain. So, the final hurdle you must overcome is the issue of user training.
Fortunately, with your friendly team of Caltech CRM experts by your side, this important task is not so difficult. We factor in the user training element at the very outset, so that all of our customers can begin to reap the rewards of their new CRM system from the outset.
Over the years, we have delivered training to thousands of Dynamics 365 users, designing events which are tailored to each client and their unique CRM system whether we implemented the system or not. Our goal is always to remove the complexity of introducing a new CRM system and/or new ways of working, to break down any barriers. (People are invariably reluctant to work in new ways, even if they’re better. The old ways use established patterns which are hard to break, especially we’re busy and just want to get the job done. We get this which is why we approach system design and then user training from the user’s point of view.)
If you’re considering the issue of CRM training, here are some of our guiding principles to help make user adoption a success.
- Senior buy-in
Ensure there is a stakeholder in the organisation who is backing CRM – it’s a top down change programme!
- Work as a team
Get a project team together and ensure there are super users.
- Stand in your users’ shoes
Send a survey to the teams using CRM – find out their view of the system and if they are enjoying using it – where does it work well and where could it be improved? If there is no system in place, find out what takes time and what works well / not well.
- Define your training needs
If you have a CRM and want to find out if there are training needs check the system. Find out how people are using it – is there incorrect data? Is there the required documentation? Or are areas missing where a training need may be highlighted?
- Make it intuitive
Use the system to provide prompts of what to do next or provide a process bar or data field tool tips so that valuable steps are not missed.
- Be prepared
Do pre training before a training session. Get an understanding of the level of experience that person is at so that the training session is aimed at the audience.
- Check understanding
Do a short exam at the end of training to ensure that everyone has understood and can carry out their duties to help their own job and the business data.
- Break it down
Training can be a long day so split it up with break out groups and team work as although it’s a system it’s people using the system and inputting the data that will give the business the edge.
- Promote CRM in a positive way
Share the benefits of using CRM across the team to get buy as part of the training. Provide examples of why the data is needed.
You can find out more about our CRM training packages and read a fantastic customer testimonial which we were particularly proud to receive recently.