Let me ask you a simple question. Would you say that using your CRM system is easier than riding a bike? Is it easier than driving a car? Most of the time when I ask this, the answer to both questions is no, CRM is definitely more difficult than riding a bike or driving a car.
No kidding, your CRM system is more difficult than riding a bike or driving a car? So let me ask you this, which did you spend more time learning to do, ride a bike, drive a car, or use your CRM system?
In most states in the USA, children are required to spend 20 to 40 hours in a classroom learning to drive a car, and then another 10 hours or so actually driving a car, before they are allowed to even take a test to be able to drive on their own. Likewise, children often spend hours riding a bike with training wheels, or with dad running alongside while they learn to balance, pedal and do the basic things required to keep a “2 wheeler” upright. And we have said both of these are easier to use than your CRM system.
So, why is it that most companies spend less than 8 hours on training users on the usage of CRM? For most companies, the reason is they believe their users to be savvier than they are, and they have blown their CRM budget on software and implementation. We have found that in a typical CRM implementation, 10% of the implementation is about technology, the remainder is about process and culture (see what is CRM).
If you have implemented software, and your people are not getting it, don’t panic, educate your users! If you need help, workshops like Accelerating CRM may be just what you need.
I absolutely agree. Methinks that if a CRM system requires training, it’s probably a poorly designed one. But every organization requires LOTS of training to make sure employees understand and embrace company’s vision, culture and ethics — on which the CRM processes are built.
Dmitri,
Training on the CRM system should be an easy thing; however, that is the first step. Training on how the CRM systems fits into each individual users daily lives is another thing all-together. This includes modifying of existing processes and training on the new processes.
It takes time to change habits, and changing habits is an active thing, usually done through training and repetition.