Tips for Making Training and Support Do What They're Supposed to Do
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.
The REAL objective of CRM Training: To meet the organization's objectives for their CRM project. Thus, teaching the clicks is not the only thing, nor even the most important part of training. The most important aspect, and the most difficult for the trainer, is to sell the system. You must convince a group of doubters that they can actually use the system, that they should use the system, and that it will benefit them. A good CRM trainer must be motivational as well as informative.
Now back to actually learning. There are two key concepts: