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10 Reasons Why CRM Training is So Important for Onboarding
User adoption is one of the biggest challenges to successful CRM implementation. According to a study done by the Merkle Group, the failure rate of CRM adoption in large companies is close to 63%. Many companies believe that their employees will 'catch on' without the proper training. This mistake can cost a company both time and money. Employees should undergo comprehensive training to learn how to navigate their new CRM platform. Here are 10 reasons why.
#1: Each CRM platform is unique and consists of a variety of features
Even if your team has worked with a CRM platform before, it is important to remember that each platform has distinct features that make it unique. If you are adopting a new CRM platform, you must train your team on how to use each feature. Assuming that your team will know how to use the new platform because they are familiar with how a CRM works is a risky assumption. It is likely that the new platform differs from platforms they have worked with in the past.
#2: Allows for Team Members to Feel Comfortable Asking Questions
If you give your team little to no direction, they will assume that you expect them to know every aspect about how the CRM platform works. In turn, they will be hesitant to ask questions. This can lead to miscommunication between your team and result in unnecessary mistakes. If you provide appropriate training and give clear instructions, your team will feel more comfortable asking questions. This will allow your CRM platform to improve your company in a way that increases productivity and drives real results.
#3: A complete CRM can be overwhelming
No matter how smart or tech-savvy a person is, complete CRMs can be overwhelming.With a complete CRM, there are tools for every department. Each department needs to be trained on the features they need to do their job, not the entire system. Focused training allows people to learn how to use what they need. Access and permissions give people the features they need and restrict access to the tools they don’t.
#4: Optimizes your company’s success
According to Gene Marks from Forbes, if you don’t invest in an administrator for your CRM system your system will fail. To take full advantage of your CRM, you should have your CRM administrator customize your platform to meet the needs of your organization before having your team learn the CRM. That way, your platform will consist of terms that relate to your company and your team will find it easier to understand and learn the inner workings of the CRM
#5: Helps build client/customer relationships
A CRM platform allows for your team to connect with clients on a more personal level, thus strengthening relationships. There are many features within a CRM that allow for messages and content to gear towards certain clients. If your team knows how to use these features to create meaningful, targeted, messages, your clients will value your company on a more personal level.
#7: Creates a cohesive company atmosphere
The only way for a CRM to be effective for your company’s success is for everyone to be on the same page and have a clear understanding of their specific role. In-depth CRM training allows for your team members to have the same general knowledge and the ability to collaborate to drive results.
#8: Allows for proper communication
There are terms and concepts within a CRM that can be difficult to understand. A word can mean one thing when said in an outside context, but when said inside the context of a CRM can hold a different meaning. Thus, your team must learn these concepts in relation to the CRM platform and understand how they coincide with each other. If your employees understand the CRM jargon, then they will be able to better communicate with and understand each other.
#9: Increases employee engagement
No one likes working in a system that they don’t understand, this is why CRM training is crucial. If you provide the proper training, employees will feel confident using the system. If your team feels confident about their knowledge of the system, they will be more inclined to engage with it. Employee engagement leads to strong client relationships and positive brand image.
#10: Sets a professional tone for your company
When adopting a new system, employees expect accurate training. If you do not provide your employees with the proper training, they may see your company as unprofessional. Training managers must explain concepts clearly and in depth. The training manager must train with professionalism in order for your team to feel encouraged to learn and grow within the CRM.
These 10 reasons explain why CRM training is crucial for employee onboarding and success. Remembering these tips when training a new hire can elevate your company from ‘good’ to ‘great’. A CRM platform is useless without a solid, knowledgeable team working their magic behind the scenes. When you begin CRM training, think of how your employee's knowledge and skill will affect the growth of your company. Train your team in detail, and lead them in the direction of success.
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