Tips for Making Training and Support Do What They're Supposed to Do

October 31 2007

What is the real objective of CRM training? I ask my new trainers that question and nobody has ever answered correctly.

First, the obvious. It would be nice if students learned how to use the CRM system. I will get back to that point in a moment.

About David Lee

Dr. David Lee is president and founder of Vertical Marketing, Inc., a CRM sales and consulting practice incorporated in 1987 with 5 offices world wide. Through VMI he has been involved in more than 1,000 CRM projects ranging in size from single users to thousands of users.
He has experience in all phases of the CRM life cycle including CRM baseline measurement and ROI analysis, sales process design, RFP development, system selection, system design and configuration, custom programming, Data cleaning and import, system integration, training and train-the-trainer, ongoing support, and rescuing faltering CRM projects.
Dr. Lee holds scores of CRM awards and certifications from customers, vendors and training organizations. He is personally certified on 7 CRM systems with separate certifications for specific modules and versions in many cases. He holds additional certifications and awards for countless third party applications. He is a Certified Sales Process Consultant and Certified Trainer.
Dr. Lee is Chairman of the Board of Trustees of the University of Northern Virginia and is working with the staff to develop a CRM course as a part of the MBA program. He is author of Microsoft CRM for Dummies as well as scores of articles and white papers on CRM subjects. He speaks on various CRM topics.
Prior to launching VMI, Dr. Lee held positions as a programmer/analyst, a US Army officer and as VP of Marketing for a Legal Time and Billing software company.

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