Whether you’re onboarding new hires or you’re introducing a completely new customer relationship management software system within your organization, thorough training is undoubtedly a necessity.
Unfortunately, it can also be incredibly time consuming and require a great deal of resources and effort to get employees trained on a new and potentially very complex software system.
If you’re not able to adequately train your employees on the use of a new CRM system it can mean not just mistakes in using the program, but it can also lead to underperformance in terms of how it’s being utilized by employees. This basically means that you’re not getting the best possible return on your investment.
So how do you train your employees on a CRM system without breaking the bank in terms of either time or money?
Start From the Top
When you’re introducing a new CRM system or you’re constantly training new hires on how it operates; they will feel more trusting, engaged, and willing to learn if the leaders themselves are also involved in the process.
Get your company leaders in on the training, ensure they understand the ins and outs of the system, and set an example for the rest of the organization as to just how important the CRM training process really is.
Additionally, these organizational leaders should also be involved in the initial design of the software training. Don’t wait until training is already created to fill them in.
Don’t Rely on Classroom Training Alone
There is a bit pitfall of classroom training as it particularly pertains to CRM training—it can be difficult for many learners to absorb everything they need in a classroom setting. They may leave the room feeling they understand how to operate the software system, only to find in practice they’re missing key operational elements.
The best way to train employees on a CRM system is to either use a blended learning strategy or base it entirely on eLearning. This gives learners the opportunity to work at their own pace, go back over concepts they may not understand, and also to work within the system as they’re learning, for a more hands-on approach.
Don’t View CRM Training as a One-Time Venture
So you’re training new hires on a CRM system or you do a massive training session when a new system is implemented, don’t make it a one-time affair.
That’s a pitfall for many companies.
CRM training is a continual effort and you should constantly be holding refresher courses to ensure employees know about all the features and functionalities of your CRM system. Whenever even the smallest change is made to your CRM system, you also need to ensure employees are thoroughly trained on that change.
In addition, when designing your CRM multimedia learning content, make it easy for employees to search through the information and find reference information in a way that’s efficient and simple so they can refer back to these materials if they find themselves in a situation where they’re unsure of something.
Make eLearning More Job-Specific
Yes, ideally you should train your employees on operating all aspects of your CRM system, but put your first priority on training them on the elements that directly impact their job and daily duties.
One of the tremendous benefits of utilizing a learning management system for training on a CRM system is that you can really alter the learning experience to the individual needs of the employee, in a way that’s easy and inexpensive. You can customize the training to place the focus primarily on what the learner needs to know on an immediate basis, and then move to the generalities of the CRM system’s operation.
Have you had success or failings when it comes to training your employees on a CRM system?