Today’s CRM programs typically offer so many features users require “Ground School.” Even programs that are intuitive and relatively easy to use have a learning curve that can be steep. So CRM success demands good training.
Successful CRM implementations require three things:
1. Meeting stakeholder needs
2. Ease of use
3. Training
Oh…and did I mention “Training”?
I recently participated in a user training session for 30 sales people for the launch of their new CRM program. Training sessions are always revealing.
During the morning break, the sales director leading the session commented to me about his “20-60-20″ Rule. Intrigued, I asked him to explain. He stated that in his years of training experience, about 20% of people “get it” right away; 60% require more effort; and 20%, no matter how hard they try, just never seem to get it.
If true how can management expect to achieve CRM success if 20% or more of their sales people can’t figure out how to use the system? How can users meet the compliance expectations?
A CRM program becomes “easy-to-use” if it is intuitive and all users “get it.” That requires proper training, support, user feedback, monitoring and yes… more training! As you evaluate your CRM implementation plan, whether new or existing, give a serious look at your training plan. CRM software is a tool, and a sophisticated one at that. No one ever learned to fly a plane without serious training. Your sales people and your CRM program can take flight if you provide the same.
What kind of successes are you having at training for CRM?
Learn more at www.ultimatelead.com
