“There is only one thing worse than training employees and losing them, and that’s not training them and keeping them”
This great quote from business “guru” Zig Ziglar and really nails the importance of taking employee training seriously.
Effective employee training is key to a successful Dynamics 365 implementation. Time and time again we come across failed CRM implementations that are technically and logically sound but ultimately were seen as failed projects. This is because insufficient attention was paid to the human side of the project which consequently resulted in poor user adoption.
Make “User Education” front and centre of your project
When you implement a Dynamics 365 project you can’t afford to just focus on the technical phase. This type of approach is risky and doesn’t assign the importance that is needed to the topic of user education.
A useful rule of thumb with CRM projects is to view project success through the realms of successful user adoption. As long as the expected benefits were scoped adequately and realistically in the first place then project success is virtually guaranteed if the users pick it up and run with it.
Train based on your processes and user roles
It is important to consider the various user roles within the organisation and how they will interact with the CRM system. How much do they need to know about the whole CRM system or do they only need to be concerned with their distinct area? Base your training around what people need to know.
Just show enough and only one way
Someone who’s job is to search for contacts and log phone calls does not need to spend hours learning how to progress opportunities. People should be trained to a level sufficient to do their job and no more.
Another tip when training is to show only one way to do something. When training stick to only one way (make sure you have pre-determined which way is the “right way” for your organisation). Showing all the different ways to view activities is only going to serve to confuse the trainees.
Prepare for the Live performance
Think of user training as the preparation and rehearsals for a live performance. When you “Go-Live” you cannot afford for anything to go wrong so you need to have thought about every scenario beforehand. It’s a bit like the performers of a new West End show learning their lines. They will learn their lines individually then they will start to do group readings of the script followed by on stage rehearsals and eventually a full dress-rehearsal before the big opening night. Equally the user training for a CRM project should build up gradually throughout the project. Starting off with fundamentals (this should happen long before Go-live) followed by guided learning of process steps which when repeated enough times should lead to users being self-sufficient in their role.
Keep Training (after Go Live)
Now you’ve got into good habits don’t stop! Ongoing training is very important for continued success. Staff will move on eventually and processes may alter slightly. Ensure that you continue to offer good quality training to new employees and that any process changes are also reflected in any training materials that you provide for your users.
Work with your delivery partner
If you are working with a Microsoft Partner to help deliver your Dynamics 365 project then you should ask them to help put together your training plan. Rocket CRM have had many years of involvement in delivering CRM projects successfully and we are happy to help you too. If you have any questions please contact us.