training in crm

7/31/2019 Training in CRM

1/5

Training in CRM - why it is essential and who requires it

CRM implementation seldom guarantees success by itself. Training is essential andneeds to be employed.What actually matters as much as the solution itself is themethod of implementation. CRM implementation can only be effective if sufficienttraining takes place. Employees and users need to know the best methods of use soas to get the most out of the CRM choice. A faulty method of implementation dueto lack of training can be detrimental. you can get training to make money onlinefast so that you can get good ROI. It is essential that training is provided for allthose who are involved in the CRM process, to ensure success. CRM trainingguarantees ROI.

The kinds of training include:

Classroom Training

The main advantage here is the ability to have human interaction. This makes itinfinitely easier for people to grasp as direct explanations are possible. Openquestion and answer sessions make learning a pleasure and much easier. Howeverit has its own geographical and time constraints.

E-Training

This happens when employees avail of the Internet and use it to participate inCRM training. One can choose to learn alone or one can opt for an instructor. Theadvantage of learning on ones own is that it can be done at leisure. Opposed to thatthe advantage of learning with an instructor is being able to avail of the benefits ofexperience. Generally an instructor will be more able to guide. However there isalways the drawback of rigidity. Both programs allow for testing ex MicrosoftCRM Training

The advantage in web training is the ability to be anywhere and yet be absolutelyaccessible. Here again a CD based program can be opted for, slotted into a

computer and used for extensive training. The disadvantage of course is theinability to get adequate explanations in case of lack of understanding.

CRM Training costs

CRM Training costs something between $500 and $1,000 per employee and can goas far as $2000 inclusive of follow up training. CRM training can sometimes be as


2/5

much as 20% of a companies total budget and companies can underestimate thatcost as much as 70 % .Statistics show that CRM training although vital is one ofthe most missed out necessities. It is a perquisite that cannot be avoided orforgotten

Who's the best trainer?

The best training company 'Best Practices Training Partners' boasts of teachingcustomer relationship management at the speed of light. It is unique in that thehighest level of CRM industry leadership plays a part. This training venture bringsin the topmost authorities on the subject and is an excellent opportunity fororganization growth.

Some highlights of BPT are:

It provides training at both executive and management level It can customize courses so as to meet the needs of companies. It provides training in all areas like marketing sales and customer support. It

even offers best practices guides. It provides training in classical and traditional approaches The trainers themselves are experts in their field and have excellent exposure

in the CRM industry. It can provide CRM research that enables better success through customer

retention It has global recognition and established offices worldwide.

CRM training despite its heavy cost is an essential and has to be employed. It is

foolhardy on the part of the organization to go ahead without sufficient training.

Here too the right choice of trainers should be made to ensure minimum costs

incurred with maximum results.

Related Articles

Canons CRM's Success Soars

CRM - Who leads the pack?

Holistic gains of CRM - The Rewards are Huge

Good News for the Sales Department - CRM Boosts Sales
http://www.crminfoline.com/crm-articles/crm-canon.htmhttp://www.crminfoline.com/crm-articles/crm-industry-leaders.htmhttp://www.crminfoline.com/crm-articles/crm-gains.htmhttp://www.crminfoline.com/crm-articles/sales-and-crm.htmhttp://www.crminfoline.com/crm-articles/sales-and-crm.htmhttp://www.crminfoline.com/crm-articles/crm-gains.htmhttp://www.crminfoline.com/crm-articles/crm-industry-leaders.htmhttp://www.crminfoline.com/crm-articles/crm-canon.htm


3/5

CRM - Marketing's Biggest Tool

Retaining CRM Employees- Critical to Organization Success

Boosting Customer Loyalty - How it's done

CRM's Phenomenal Growth - Fact or Fiction?

CRM's ROI -The True PictureCapturing the CRM Market - Who succeeds at it?

CRM's New Trends Take Shape

CRM - A look at what most CRM Products cost

CRM - the millenniums new management tool

CRM and its Components - Why are they essential?

Why CRM is crucial to your organization

CRM has Career Potential - make CRM your Career Choice

Get the most out of your CRM solution -How to optimize itThe Secrets out - CRM is the Best Customer Strategy to Implement

CRM Software - How to choose the best

CRM solutions- What do they offer?

CRM Benefits - How much do organizations stand to gain?

CRM works for small/big industries - A look at how it achieves this

The 7 Habits of Highly Effective CRM TrainersAre you getting the most from your CRM training dollars?By Rick Cook | May 5, 2008

5 Ways to Perfect Your CRM Training ProgramHow to Train a Call Center AgentChecklist: 10 Steps for Building a Successful Call CenterCRM and the Extended Enterprise

There are two greatmythsaboutCRM training: It's about learningCRM software, and finding the right training

methodology is the key to success.
http://www.crminfoline.com/crm-articles/crm-and-marketing.htmhttp://www.crminfoline.com/crm-articles/crm-and-employees.htmhttp://www.crminfoline.com/crm-articles/customer-retention.htmhttp://www.crminfoline.com/crm-articles/crm-growth.htmhttp://www.crminfoline.com/crm-articles/crm-roi-strategy.htmhttp://www.crminfoline.com/crm-articles/crm-market-share.htmhttp://www.crminfoline.com/crm-articles/crm-trends.htmhttp://www.crminfoline.com/crm-articles/crm-costs.htmhttp://www.crminfoline.com/crm-articles/crm-and-management.htmhttp://www.crminfoline.com/crm-articles/crm-components.htmhttp://www.crminfoline.com/crm-articles/crm-basics.htmhttp://www.crminfoline.com/crm-articles/crm-education.htmhttp://www.crminfoline.com/crm-articles/crm-success.htmhttp://www.crminfoline.com/crm-articles/crm-indepth.htmhttp://www.crminfoline.com/crm-articles/crm-software.htmhttp://www.crminfoline.com/crm-articles/crm-solutions.htmhttp://www.crminfoline.com/crm-articles/crm-results.htmhttp://www.crminfoline.com/crm-articles/crm-in-industries.htmhttp://www.crminfoline.com/crm-articles/crm-in-industries.htmhttp://www.insidecrm.com/features/5-ways-perfect-crm-training-042308/http://www.insidecrm.com/features/5-ways-perfect-crm-training-042308/http://www.insidecrm.com/whitepaper/call-center-agent-training-crm/http://www.insidecrm.com/whitepaper/call-center-agent-training-crm/http://www.insidecrm.com/features/10-steps-successful-call-center-111907/http://www.insidecrm.com/features/10-steps-successful-call-center-111907/http://www.insidecrm.com/whitepaper/crm-extended-enterprise/http://www.insidecrm.com/whitepaper/crm-extended-enterprise/http://www.insidecrm.com/features/10-misconceptions-012408/http://www.insidecrm.com/features/10-misconceptions-012408/http://www.insidecrm.com/features/10-misconceptions-012408/http://www.insidecrm.com/features/5-ways-perfect-crm-training-042308/http://www.insidecrm.com/features/5-ways-perfect-crm-training-042308/http://www.insidecrm.com/features/5-ways-perfect-crm-training-042308/http://www.insidecrm.com/features/crm-software-cant-do-101807/http://www.insidecrm.com/features/crm-software-cant-do-101807/http://www.stumbleupon.com/submit?url=http://www.insidecrm.com/features/7-habits-crm-trainers-050508/http://del.icio.us/post?url=http://www.insidecrm.com/features/7-habits-crm-trainers-050508/http://digg.com/submit?phase=2&url=http://www.insidecrm.com/features/7-habits-crm-trainers-050508/http://www.stumbleupon.com/submit?url=http://www.insidecrm.com/features/7-habits-crm-trainers-050508/http://del.icio.us/post?url=http://www.insidecrm.com/features/7-habits-crm-trainers-050508/http://digg.com/submit?phase=2&url=http://www.insidecrm.com/features/7-habits-crm-trainers-050508/http://www.stumbleupon.com/submit?url=http://www.insidecrm.com/features/7-habits-crm-trainers-050508/http://del.icio.us/post?url=http://www.insidecrm.com/features/7-habits-crm-trainers-050508/http://digg.com/submit?phase=2&url=http://www.insidecrm.com/features/7-habits-crm-trainers-050508/http://www.stumbleupon.com/submit?url=http://www.insidecrm.com/features/7-habits-crm-trainers-050508/http://del.icio.us/post?url=http://www.insidecrm.com/features/7-habits-crm-trainers-050508/http://digg.com/submit?phase=2&url=http://www.insidecrm.com/features/7-habits-crm-trainers-050508/http://www.stumbleupon.com/submit?url=http://www.insidecrm.com/features/7-habits-crm-trainers-050508/http://del.icio.us/post?url=http://www.insidecrm.com/features/7-habits-crm-trainers-050508/http://digg.com/submit?phase=2&url=http://www.insidecrm.com/features/7-habits-crm-trainers-050508/http://www.insidecrm.com/features/crm-software-cant-do-101807/http://www.insidecrm.com/features/5-ways-perfect-crm-training-042308/http://www.insidecrm.com/features/10-misconceptions-012408/http://www.insidecrm.com/whitepaper/crm-extended-enterprise/http://www.insidecrm.com/features/10-steps-successful-call-center-111907/http://www.insidecrm.com/whitepaper/call-center-agent-training-crm/http://www.insidecrm.com/features/5-ways-perfect-crm-training-042308/http://www.crminfoline.com/crm-articles/crm-in-industries.htmhttp://www.crminfoline.com/crm-articles/crm-results.htmhttp://www.crminfoline.com/crm-articles/crm-solutions.htmhttp://www.crminfoline.com/crm-articles/crm-software.htmhttp://www.crminfoline.com/crm-articles/crm-indepth.htmhttp://www.crminfoline.com/crm-articles/crm-success.htmhttp://www.crminfoline.com/crm-articles/crm-education.htmhttp://www.crminfoline.com/crm-articles/crm-basics.htmhttp://www.crminfoline.com/crm-articles/crm-components.htmhttp://www.crminfoline.com/crm-articles/crm-and-management.htmhttp://www.crminfoline.com/crm-articles/crm-costs.htmhttp://www.crminfoline.com/crm-articles/crm-trends.htmhttp://www.crminfoline.com/crm-articles/crm-market-share.htmhttp://www.crminfoline.com/crm-articles/crm-roi-strategy.htmhttp://www.crminfoline.com/crm-articles/crm-growth.htmhttp://www.crminfoline.com/crm-articles/customer-retention.htmhttp://www.crminfoline.com/crm-articles/crm-and-employees.htmhttp://www.crminfoline.com/crm-articles/crm-and-marketing.htm


4/5

The truth is rather different. CRM training in the sense of learning a new system, not improving already

acquired skills goes far beyond simply learning how to use a new computer program. CRM software is just

the beginning. To get the most out of CRM, you need to educate yoursales staffin new methodology instead of

adapting existing processes to the software.

Finding what works and what doesn't is a good-news, bad-news situation when it comes to CRM training. The

fact is there are many different effective approaches to CRM training. The critical factor is not so much the

training technology (classroom instruction versus remote learning) as it is the approach and content of the

training. Several companies, such asSage Saleslogix, offer many different kinds of training, depending on the

needs of their customers.

To understand this, it helps to recall what you're trying to do when you train your employees in CRM. Teaching

CRM is quite a bit different from other kinds of technical training. For example, learning to become

anMCSE(Microsoft Certified Systems Engineer) is basically a matter of passing a series of tests on a huge

collection of facts, and demonstrating a basic competency in applying those facts.

But passing a test on a subject is considerably different than being thoroughly competent at that thing as a lot

of newly-minted MCSEs demonstrate every day. While learning the technical skills is important, CRM training

should aim far beyond that. A CRM-training course should strive to make the students comfortable with the

entire CRM process, not just the software.

A better analogy for CRM training is tennis coaching. The tennis pro doesn't just instruct the player how to hit

the ball; he or she teaches the mechanical skills (like hitting the ball over the net), the processes (like where to

hit the ball) and tennis strategy (how to get the most out of what you have against specific opponents).

Some kinds of training, such as videos and self-directed training, are best at imparting specific, narrowskills.

They're good for emphasizing points like how to close a sale, but they're less effective at the kind of broad-

based training CRM needs. They can be useful adjuncts, but they don't usually work well to help your people

master CRM.

WHAT TO LOOK FORWhen evaluating a training program for CRM, it helps to pay less attention to the methodology and more to the

characteristics of the training. Make sure your training incorporates the following points to ensure that it

effectively teaches your employees.

1. Effective training is aligned with business goals. While training is highly standardized, it shouldn't be

one-size-fits-all. It should consider thegoalsof your business and emphasize what will help you achieve them.

It should also allow for the nature of your industry. For example, a low-volume product with a long sales cycle

requires a different CRM emphasis than products which are bought quickly and in large quantities. You don't

sell commercial vehicles the same way you sell paper towels, so don't train your sales force the same way

either.

2. Effective training focuses on the process, not the technology. Since any CRM training involves learning

a specific product, it's easy to get caught up in the specific technology at the expense of other skills. To repeat:

CRM training isn't just about learning the software.
http://www.insidecrm.com/webinar/mobilize-sales-staff/http://www.insidecrm.com/webinar/mobilize-sales-staff/http://www.insidecrm.com/webinar/mobilize-sales-staff/http://saleslogix.qisys.com/qi_saleslogix_training.htmlhttp://saleslogix.qisys.com/qi_saleslogix_training.htmlhttp://saleslogix.qisys.com/qi_saleslogix_training.htmlhttp://www.microsoft.com/learning/mcp/mcse/default.mspxhttp://www.microsoft.com/learning/mcp/mcse/default.mspxhttp://www.microsoft.com/learning/mcp/mcse/default.mspxhttp://www.insidecrm.com/features/open-source-010808/http://www.insidecrm.com/features/open-source-010808/http://www.insidecrm.com/features/open-source-010808/http://www.insidecrm.com/features/right-goals-your-company-020408/http://www.insidecrm.com/features/right-goals-your-company-020408/http://www.insidecrm.com/features/right-goals-your-company-020408/http://www.insidecrm.com/features/right-goals-your-company-020408/http://www.insidecrm.com/features/open-source-010808/http://www.microsoft.com/learning/mcp/mcse/default.mspxhttp://saleslogix.qisys.com/qi_saleslogix_training.htmlhttp://www.insidecrm.com/webinar/mobilize-sales-staff/


5/5

3. Effective training aims for mastery, not just knowledge. Education theorists distinguish between

knowledge of a topic and mastery of it. Roughly, that's the difference between knowing a lot of information

about the subject and having the background and skill necessary to apply that knowledge in real-world

situations.

Mastery is more difficult to achieve than knowledge. It requires more in-depth comprehension, an

understanding of the background behind the facts and most importantly, more practice.

4. Effective training is built around repeated, immediate and positive feedback. Psychologists say that we

learn better when we receive prompt, positive guidance on our efforts. They also claim that positive

reinforcement helps us learn more quickly. Smart trainers and course designers know that and build it into their

training.

5. Effective training is interactive and inclusive.Almost everyone learns better when they're actively

involved in the process rather than passively absorbing information. In a classroom setting, this is important to

the trainer's teaching style. A positive, upbeat personality on the part of the teacher is also a big help.

With any training method, the students should be drawn in by having to make responses and be involved in

performing tasks. This helps keep them focused and makes the information stick with them.

6. Effective training teaches best practices. In CRM, there are usually several ways to do everything, from

entering data to keeping notes on sales calls. However, typically one or two methods will be superior. An

effective training course will stressbest practicesdeveloped by experienced users.

7. Effective training involves constant, repeated practice. Students should practice what they are learning

right from the beginning of the course. They should use the new skills over and over again to achieve mastery.

COUNTING THE COST

This kind of training is not the cheapest. The course has to be tailored to your processes and technology to

some extent, and achieving mastery takes more time than simply imparting knowledge.

However, implementing CRM ishardly cheapitself. But like CRM in general, effective training repays itself

many times over.
http://www.insidecrm.com/features/best-practices-call-center-080707/http://www.insidecrm.com/features/best-practices-call-center-080707/http://www.insidecrm.com/features/best-practices-call-center-080707/http://www.insidecrm.com/features/quantifying-crm-investment-091007/http://www.insidecrm.com/features/quantifying-crm-investment-091007/http://www.insidecrm.com/features/quantifying-crm-investment-091007/http://www.insidecrm.com/features/quantifying-crm-investment-091007/http://www.insidecrm.com/features/best-practices-call-center-080707/

training in crm

Documents