No CRM project is a success until staff adopts the tool and actually uses it. Sounds obvious, doesn’t it? But the truth is, high CRM adoption rates don’t just happen – and to get the highest ROI, you need a group of confident, properly trained users who are comfortable with your system. In our experience, a great training program can do wonders. To help you on your way, here are four tips to get your user training program up and running:
Showcase Your Executive Support
It’s always wise to remind your end users of how important universal CRM adoption is to your credit union. One simple way to do this is to have your executive sponsor offer some introductory remarks at the start of training. This starts the training session off on the right note, and it’s a great chance to share success criteria, adoption goals, and any incentives you may be offering the staff for using the CRM correctly.
Don’t Underestimate the Power of Hands-On Training
Hands-on training offers you a chance to directly show your member-facing staff how easy CRM can make their jobs. Don’t economize on this part of the training, and avoid the temptation to partner people up on training machines, because following instructor-led examples directly helps trainees retain information better. Also, make sure staff members are using your environment and your data to train on, so the training will be immediately applicable to their day-to-day lives.
Help Staff Ask the Right Questions
Want to keep your trainees engaged and make sure they understand the training material? Ensure you’ve set aside time at the end of each session for a Q & A period, and include opportunities to ask questions during particularly complex bits of training. Try setting aside a portion of the whiteboard to document questions that can’t be answered immediately – the trainer can take these questions away and get answers before the next training day.
Give Trainees Some Useful Takeaways…
… but don’t hand out multi-page manuals which will only ever be used as coasters. Instead, limit handouts to a few pages outlining key processes, or even a one-page “cheat sheet” with your top tips for CRM usage and contact information for CRM support in case your trainees need help.