CRM Training the Right Way

CRM Training the Right Way

Having your entire organization learn a new system is never easy.  Almost inevitably, there are setbacks and roadblocks.  But it doesn’t have to be this way, especially if your new acquisition is a Customer Relationship Management (CRM) system.

In a recent article titled “CRM Training, You’re Doing it Wrong!,” Luke Russell believes that 90% of companies implementing CRM are training their employees the wrong way.  Russell writes that when management mandates standard software training, they set themselves for failure. “Why?  Because the company is spending all of its time on software education, rather than process education.”

Russell writes that “The ideal is to educate users on each process they are a part of, and show them where and how they interact with the CRM system at each step of the process.”  He concludes that you don’t have to overhaul your CRM system – just your way of thinking.

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