At Selltis, we prioritize training as an ongoing need, rather than a one-time event. It’s rare that everyone gets everything the first time around. After all, moving to a new system is overwhelming no matter how prepared you are. Change is hard. So we encourage companies to start slow and grow as they build capabilities within their systems – and within their teams.
And for a CRM system to be successful, that training has to go beyond which button to press and when. Training has to involve more than just the “how to.” It has to cover the “why,” as well.
This includes the high level: Why are you implementing CRM? How will this help the company grow? And the individual level: Why does adding a product code to an opportunity help managers answer questions from manufacturers when they call? Why does adding opportunities, including expected close date, help you to plan your day and focus on the customers with the greatest potential?
Help your team understand that every click can add incredible value to their work and to the team. Help them see the bigger picture so that they buy into the need to embrace CRM.
After all, if your team doesn’t understand what’s in it for them, chances are, the system won’t be used to its full potential. Or some may even revert back to old habits, which is one of the most common reasons that CRM does not succeed.
A key part of an ongoing training program is involvement from the top. Read more about the importance of this in this blog: CRM Requires Clear Support from the Top for Success.