How to Get Employees to Use Dynamics CRM Correctly & Willingly in No Time

As managers working in an organizational environment, much of our workday is made up of operating our business software, to perform our necessary tasks. Take a software like Dynamics CRM, for example. Ever speak to your sales manager? Ask him about getting users to learn how to use the software correctly.

So let’s discuss this more in-depth.


We often find ourselves faced with challenges that will occur by not using Dynamics CRM efficiently, continuously and correctly. 

The most common issues managers encounter are:

1. Hiring new employees and training them to be knowledgeable in Dynamics CRM immediately.

2. Ensuring that employees have a willingness to adopt updates, new features, and business processes.

3. The often and sometimes time-consuming calls for help and technical support. This can be particularly challenging during periods of change initiatives.

4. Ensuring that employees focus on their jobs rather than wasting time on technical problems.

How can we solve these issues successfully?

1.     Say No to Information Overload

Try not to burden your employees by teaching them everything they should know at once. You should begin by explaining how Dynamics CRM can enhance your business capability. Then, gradually begin to teach them the back office processes.

2.     Take Things in Stages

Whether it’s a new employee learning about what software they will be using in the future, or a long-time employee preparing for a department-wide change to Dynamics CRM, we can all relate to this feeling of intimidation when learning to use something new for the first time. While Dynamics CRM has the ability to help with both back and front office needs, I would propose that you realize your back office changes first so you and your team have the chance to discover the progressions from the beginning – far away from any customer data. Once this has been completed, you can now begin to make your front office changes, realizing your request administration, client records, client access on the web, and site needs.

3.     Turn your Employees into “Backers” of Dynamics CRM

Resistance to change happens if you don’t give people all of the information they need therefore, communication with your employees is key. Ask them for some feedback and show your appreciation for their participation along the way.

Keep tabs on who your power users are and allow them the chance to assess the platform first. You should show them the software’s features and capabilities along the way, but it’s important that they are on your side when you decide to roll the system out.

4.     Provide Easy to Follow, Informative and Pertinent Training

The best way to rule out the initial lack of interest in Dynamics CRM is to give new users the necessary information to use the software with complete confidence. It sounds easy but it is important to keep in mind that knowledge will give you confidence, which will remove user resistance. Ensure that the training provided is relevant and works toward each employee’s specific role and function.  Training itself can’t be too abstract, it should be onscreen, and show users how to perform the required steps to complete key processes.

5.     Ensure Speedy Training and Accurate Usage in the Long-Term

Now, let’s look at the continued support that will be required after the initial training sessions have been completed.

Employees should be able to benefit from quick access to onscreen information whenever they need it, in order enhance the use of Dynamics CRM. In recent years, performance support software has become increasingly popular in organizational environments. Performance support software, such as online guidance, is used to provide you with the information you are looking for without having to open a new browser or watch video tutorials.

Guided Navigation software, such as WalkMe, will provide an easy to follow guide to reinforce the point of the previous training sessions. Employees learn best by repetition, applicability, contiguity as well as specificity; Dynamics CRM users are no different


Employees tend to rely on helpdesk support when they are faced with an issue, however this is not recommended. Time is lost as employees are not performing the required jobs they are tasked to complete. A combination of easy to follow, informative, and relevant training, combined with performance support application incorporated with Dynamics CRM will help the user get the information they need when they need it.

We all want the introduction of Dynamics CRM to be as stress free as possible. This would include quick on-boarding, high user implementation, little opposition to change, and finally the correct procedure once the training has ended.

We hope what we have discussed throughout will help your employees familiarize themselves to the software without any issues and provide you will better results over time.

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Michael is the Lead Author & Editor of DynaMe. DynaMe is a blog focused on cloud based Microsoft Dynamics.