Can you recall a time where an organization you worked for rolled out something new without any communication around the change, offering little to no training or explanation of how the change was to be incorporated in your daily workflow? As a training consultant who’s designed training and change management initiatives for over 100,000 users, I’ve seen firsthand how easy it is for a promising business initiative to derail when users aren’t equipped to take full advantage of the solutions being implemented. Far too often businesses will dismiss training as a superfluous line item that isn’t tied to the success of a project. In reality, that couldn’t be further from the truth. Here are three ways training can improve the success of your CRM implementation:
First and foremost training teaches your users how to effectively use the tools that they’re being given. When I started my first job as a trainer with a small start-up company in Los Angeles my manager had a phrase that stuck with me over the years: “People who don’t get properly trained may not be doing things the wrong way but they’re almost certainly doing things the long way”. I’ve found that in most cases this really holds true. What’s the point of implementing a solution that supposedly makes your workers more efficient if they don’t know how to efficiently use the product?
Getting users excited about the organizational change, even if that change is for the better, is never an easy feat. Training is a great way to inspire your users to be advocates for change and get them to start thinking about different and creative ways to incorporate the solutions into their daily workflow. There is no better way for leadership to let employees know they’re serious about the success of an implementation than by arming them with the tools they need to be successful. I’ve found that time after time employees who attended training was not only better versed in the product but were also more likely to understand the positive impact the change will have on their work.
Training empowers your users to make changes on their own and take control of how they use the CRM. Reporting is a good example. Quite often I’ve seen organizations who have a single admin who generates any and all reports their users' request. While this isn’t necessarily a bad strategy, it can lead to a bottleneck when an admin can’t keep up with all the requests being made. Training empowers users to take control of their own data and get access to good information when they need it.
We understand that it isn’t always easy working with new technology. For that reason, we have strategically designed our training offerings to help our customers overcome these challenges. Prior to conducting any training, we work with you to understand your organization’s different use cases, identify what success looks like to you and highlight the objectives that training should accomplish. With this information in hand, we’re able to put together a curriculum that is directly relevant to your users and helps them see how the tool fits in with the overarching strategic objectives of your organization.
Almost every organization will take on an organizational change such as adopting a new software platform. But without proper planning, strategy or professional guidance, most organizational change efforts fall flat because the focus is solely on the structural aspects of change without much, if any, consideration given to how the change impacts users. To find out more about how W-Systems’s training can help make your implementation more successful reach out to us here.