SugarCRM, System Training - Part Two
CRM training has two goals and making the users familiar with the system and teaching them how to use it is only one of them. The other goal is to generate positive momentum for the implementation, and enthusiasm in the user base. To accomplish this latter goal, you need to make sure people like what they seeespecially the general sales staff, and to some degree the general administrative staffas these are the two most likely sources of resistance and negative reactions.
Therefore your approach should be as follows:
Session 1: Initial Management Training and Product Exposure
Goals:
To create awareness in Senior Management, to stimulate questions, and to discover any shortcomings early, within a controlled group that consists of those individuals most likely to be supportive of the CRM implementation and its goals.
To finalize and clarify all system access details with MIS.
Attendees:
Lead trainer
Project manager
Executive sponsor
Internal or external network administration and MIS
Finance management
Sales management
Administration management
After the first session, all the attendees should be encouraged to go and use the system, enter live data, and take note of any problems, questions, or dislikes.
Next Steps:
A week later, this same group should re-assemble for session 2.
Session 2: Management Training Completion and Issue Management
Goals:
To complete the management training, so that senior management has a good understanding of the system's capabilities, and how to operate the system.
To make management enthusiastic about the system.
To ensure management's full support of the broad introduction of the CRM system.
To allow management to answer questions about the system knowledgeably, and to correct any misinformation later on from staff.
To address any management concerns about the system function, clarify any misunderstandings, and identify any last-minute system shortcomings that must be addressed prior to general introduction of the system.
Attendees:
Same as session 1. MIS optional.
Next Steps:
Any mandatory fixes must be identified, documented, summarized, agreed by the CRM implementation team, and then developed and applied.
If any fixes were required, this same group should re-assemble for session 3 to review the fixes.
Session 3: Present Final System Adjustments (Optional)
Goals:
To reinforce the perception that the system will evolve over time, and will genuinely be guided by the needs of its users.
To ensure management's full support of the broad introduction of the CRM system.
Attendees:
Same as session 1.
Next Steps:
Schedule session 4 a week later.
Session 4: General User Training Session
Goals:
Note that there may be multiple classes scheduled for session 4. No class should have more than 6 users in it. Separating users by department is a good ideaSales will have questions on different topics than Administration.
To present the CRM system capabilities and method of operation in a comprehensive and logical manner.
To stimulate class participation and questions.
To record user feedback and open questions.
To define initial goals for scope of use. (Departmental management participation is mandatory for this.)
Attendees:
Lead trainer
Project manager (not all sessions if there are many)
Sales management
Sales general staff
Administration management
Administration general staff
All other general staff that will use the system
Next Steps:
Optional follow-up session 5, two weeks later.
Session 5: Training Completion (Optional)
Goals:
To close off any open questions
To address any questions that have arisen in the last two weeks
To re-present training sections where users seem uncertain
To ensure a positive attitude on the part of of all users
To record any outstanding concerns or issues
Attendees:
Lead trainer
Project manager
All staff that wish to participate
Next Steps:
Presentation of training results to CRM implementation team, including any outstanding issues identified.
Conclusion
In this part the author have developped the different training sessions which should help to accomplish the goal of the organisation in taking the maximum profit from their CRM implementation. The last part will be about going live and feedback and enhancement.
