Training your staff on a CRM is key

11 May, 2022


It is of vital importance for every company to have a comprehensive strategic training plan for its employees on how to use CRM comfortably.

For providing your customers with a pleasant and seamless sales experience, guaranteeing a problem-free customer life cycle, and, effectively, maintaining customer trust and loyalty, a Customer Relationship Management (CRM) software is the ideal solution. This is because such tools offer numerous benefits that increase a company’s revenue, while promoting collaboration among different departments, from marketing to sales and accounting and from human resources to customer service. For this reason, it is of vital importance for every company to have a comprehensive strategic training plan for its employees on how to use CRM comfortably.

Training schedule, goals, and practice sessions

First of all, a well -thought agenda needs to be prepared, one that includes a meticulous schedule of the training plan and the various specific modules that comprise it so that it is done effectively and efficiently. The training, of course, needs practice, that is, different assignments that will help employees practise what they have learned and feel comfortable using CRM. The assignments should target the needs of the company and not waste employees’ time on modules they will never use. For this to be ensured, the objective of each training session has to be set out prior to the actual training and be as specific and relevant to the respective module as possible.

Making the best of the training process

Most importantly, an effective training provides employees with the ability to use the CRM correctly in order to utilize these new skills for contributing to the company’s overall success. This is crucial for business acceleration, hence, for the employees’ progression too.  What is also important is that the management demonstrates commitment to the training so as to set themselves as an example. Needless to say, the training sessions need to be part of a positive learning experience. To achieve this, each organization should choose the appropriate training route, taking into consideration what the employees prefer. For example, some things to consider are whether employees want individualized or group training, video training modules, or live sessions by a professional trainer, etc. The key to effective training is taking a proactive approach in order to check whether the trainees have really understood how to use the system.

Selecting the right trainer

Have in mind that vendors also provide useful training material, so this is an option worth exploring. At the same time, external trainers and consultants, albeit more expensive, can give more specialized CRM training, thus more effective, since they focus on their area of expertise. Nonetheless, if you choose an internal employee trainer, you can be more flexible with the schedule of the sessions while saving significant costs, especially if you are on a budget. Another benefit of using internal trainers is that you can implement real work scenarios for practice purposes while presenting them within an educational context. Once you determine the type of trainer and training resources that best suit your company’s needs, organize certain sessions related to the employees’ day-to-day jobs so as they gain first-hand experience with the CRM tool they will be using. It is better if the training sessions, as aforementioned, are enhanced with practice assignments, video tutorials by the CRM vendor, as well as completion deadlines for each of the trainees.

Result evaluation

A key aspect of a successful training is the evaluation of the results. Thus, feedback from the employees, either through one to one meetings or group discussions, should follow the training. Also, you ought to check the effect of the training on the financial statements and employee morale.

Future practices

Finally, the training should be able to enforce good working practices to the company, such as ensuring that data input has always got the same format for coherence purposes and timely completion of tasks. For this to be pragmatized, the training needs to reflect each organization’s personalized and targeted processes to facilitate employees to easily use that specific software and support the company’s overall system.

For offering the most effective tools to your staff, Salesforce is the world’s #1 CRM. With 15 years of experience in the field of innovation, Salesforce has gained expertise in optimum sales processes and empowers, among others, service, marketing, community, and analytics apps.  Use this solution to automate and run business processes through workflows and approvals, connect and share files from external sources, and provide real time individual and team forecasts and performance comparison against planned quotas. This solution will help your organization not only to manage contacts but, more importantly, to track all sales activity, so as to model your organization into a logical and flexible structure. At the same time, your staff will be able to build custom reports and dashboards on any device and optimize user access, permissions, and sharing rules. What’s more, this CRM solution allows you to run and manage targeted and personalized campaigns through many channels and social networks, while forming customized and branded communities that enable you to interact with customers and connect with your targeted markets. Notably, NetU offers end-users and administrators training, localized manuals and guides, as well as support to all its customers.

If you are considering CRM implementation and want more information on how your business can be benefited, you can contact a NetU expert who will happily assist you and answer all your questions.