One of the key reasons why CRM remains unclaimed in the sales department is the lack of training and adaptation of employees to work with the new system. Even the most convenient and well-thought-out CRM will not be able to function effectively if users do not understand its capabilities or are simply afraid of innovations.
In sales, every minute counts, and employees local marketing email list often perceive training as a hindrance to their work. If CRM is implemented without preparation, it creates additional stress and a negative attitude towards the system.
How to train employees to work in a CRM system?
- Organize step-by-step training. CRM implementation should be accompanied by a training plan for all employees. It is worth starting with a basic course that will show the main functions of the system and its advantages. Then you can conduct in-depth training for different roles (managers, executives, analysts).
- Conduct master classes and practical training. An effective way to engage employees is to show how CRM simplifies their work. Examples of real cases, practical tasks and answers to questions will help reduce fear and misunderstanding.
- Create a self-study guide. Step-by-step instructions, videos, and FAQs will help employees quickly find answers to questions and feel confident in working with the system.
- Designate CRM ambassadors. Select a few employees who will become internal experts in working with your CRM system. They will be able to help their colleagues, share their experience and maintain a positive attitude towards the innovation.
Training is not a waste of time, but an cross-platform adaptation investment in efficiency. When employees understand how CRM works and what tasks it solves, they begin to actively use its capabilities. This increases productivity, reduces errors and helps the sales department work as a single unit.Image from the author’s archive
Reason 3: CRM is perceived as a control tool, not a help tool
One common reason why salespeople don’t use CRM is that they perceive it as a surveillance system. Managers believe that the main purpose of CRM is to monitor their actions and find errors, rather than to simplify tasks or help them work.
When employees see CRM as just a control tool, it creates resentment and resistance: they may perceive each form filling as an extra step that does not benefit them.
Instead of using CRM to improve their turkey data work, managers start entering data formally, just to follow the instructions of the management. This reduces the accuracy of the data, which makes the system ineffective.
In some cases, employees may avoid working in CRM altogether, preferring old methods. For example, recording information in personal tables or conducting business verbally, which disrupts the unified process.