CRM training is relevant in several cases: before or during software installation or after connecting additional modules when new employees have joined a department.
Special training programs allows you to:
- Significantly speed up the work of your personnel in the CRM system;
- Minimize errors; and
- Expand the system functionality without loss of quality.
In this article we will focus on CRM training rather that its definition and way of operation. The proper CRM implementation and employees’ skills in using its functionality allows you to:
- Increase work efficiency;
- Increase profits; and
- Reduce customer churn.
How each team member should work with CRM
The first and most important point that our professionals consider is the level of knowledge of the target audience and trainings and courses that must be completed to develop skills.
This approach increases the efficiency of the training process and allows not overloading student with unnecessary information.
CRM skills are adapted to each category of employees, taking into account their functional responsibilities:
- Leadership focuses on studying the modules for setting and distributing tasks and monitoring their performance;
- The sales department acquires skills in working with transactions and leads, client cards, commercial offers and invoices;
- Production focuses on studying the functions of monitoring the order movement at various stages of work and the timing of deliveries of raw materials and equipment;
- Warehouse and logistics learn how to work in CRM to automate the procurement process, track product balances, interact with suppliers, and track the status of a sent order until it is received.
Important! If each team member clearly knows how to use their part of CRM and can manage their process with their eyes closed, the number of errors and failures is reduced to a minimum.
We discussed this in detail in the article titled «Common business mistakes when implementing CRM».
How can you organize effective CRM training: proven methods
Employees can receive information about the specifics of working in CRM, its functions and capabilities in different ways: in-person trainings, interactive courses and webinars.
To encourage employees to undergo training, their leader can offer bonuses, additional days off, flexible hours or career growth prospects.
When ordering CRM implementation services, we recommend consider the need for professional training.
5 key stages of CRM training
Errors at the implementation stage lead to CRM systems not working properly and not bringing the expected benefits. The main reasons at this stage include:
- 1️⃣ Minimum theory and maximum practice – we quickly explain basic functions and move on to real tasks.
- 2️⃣ System interface and capabilities analysis – we demonstrate the main modules, integrations and useful tools.
- 3️⃣ Homework to consolidate skills – we analyze typical cases: conducting a transaction, updating a client card, and creating an invoice (or other documents using a template).
- 4️⃣ Employee testing – we check the knowledge level after training.
- 5️⃣ Feedback and support – if necessary, we consult employees and answer their questions.
Our blog contains other articles on this topic, where we explain what a CRM system is in simple terms.
To achieve maximum efficiency:
- Adapt training to each group of employees
- Use a practical approach – less theory and more real cases
- Encourage your employees and provide them with support after the system implementation
Contact our professionals if you need to integrate CRM into your business. We work with Uspacy, NetHunt, Pipedrive and other CRM systems. We can select custom solutions, train your employees and set up automation for your business.
