End user CRM training is probably the most overlooked part of a Dynamics 365 CRM project. End user CRM training is key for user adoption, and lack of end user adoption i.e. users continuing do what they did previously rather than embracing the new solution, is one of the biggest causes of CRM project failure. End user CRM training is also the part of the project, that too often gets cut because of lack of time or budget. Yet, end user CRM training is the key to getting your return on investment because this is how you give your team the skills to use CRM successfully, to feel confident in their use. And users who are able to use your CRM confidently, and so feel positive about it, will readily adopt the solution because they see how it will make their job easier.
End user CRM training should focus on the tasks that your users do, or will do, using CRM, so they see how CRM will support them in their role going forward. Like all Opsis CRM training, we focus on the "Why" as well as the "How" so your users understand the reason for following a particular process or entering certain data. Education that shows people the importance of what they are being asked to, rather than just how to do it, has been shown to be far more effective.
End user CRM training will use your processes and your data, so your users are not forced to make the leap from the training to the real world.
Typically, Opsis end user CRM training takes the form of "A life in the day of rolename at your company". The training shows how the individual tasks fit into the business process as a whole and always includes hands-on practical exercises that guide your users, in a safe environment. This combination of seeing how the use of CRM fits into the overall business and knowing how to do their particular job leads to confidence and hence to adoption. The biggest reason why users fail to adopt a new way of working, as is common with solutions such as CRM, as that they fail to see the benefit over their previous way of working. Hence users stick with their old way. Combined with executive support of the overall solution, our training methodology gives you the best chance of gaining user adoption and hence project success.
The training material is developed specifically for you and includes your internal definitions; for example if you use the lead rating field with the values hot, warm and cold, when should a user use each of them, not just if a lead is hot, set the rating field to hot. We define hot, warm and cold as per your organisation and show when and why each should be used.
We always conduct our end user CRM training immediately before your go-live with the new solution, or the new functionality. This ensures that life does not get in the way of the training, and users are prepared for the go live. Following your go-live we like to return a week or so later and answer the questions that have come up in those first few critical days of using CRM.
Opsis is an expert CRM consulting company. We are not an IT company, nor a management consultancy, although we often work with both of these. Our focus is wholly CRM, and particularly Microsoft Dynamics CRM. We are based in Sydney, NSW, with clients in Sydney, Canberra, Melbourne, Brisbane and across Australia. Our range of CRM services include CRM strategy, CRM scoping, CRM implementation, technical support and CRM training.