The goal of CRM training is to streamline business operation and foster productivity of employees. However, a common frustration for trainers of new CRM users is that some of the trainees fail to retain transfer their new skills and knowledge to their day to day activities. MS Dynamics CRM is not exception as often companies fail to see the ROI put into hiring and training new users, or at least not for a while.
For new users to benefit from the software, they have to learn how to apply the skills and knowledge impacted on them during the training sessions. Here are some of my ideas as to how to do this effectively.
1. Properly Evaluate the Training
One of the major benefits of evaluating the training process is that it helps one to look back at the initial training objectives and goals. Using the information gathered during the evaluation process, one is able to know if the training sessions were success or not. Also, you can use the information to gauge the employees’ ability to apply their skills in a real life situation.
2. Let New Users Get to Work Immediately
Don’t waste time by allowing learners to wait for tasks that directly apply to what they learnt. Instead, get their feet wet and prove to them that the training was not just theoretical by providing them with Dynamics CRM processes that they can apply their newly acquired skills and capabilities. Otherwise, they might forget all they learn if they wait for weeks or months to apply the skills. This is also beneficial to managers as they are able to carry out an early evaluation of the training as well as uncover areas that need to be emphasized further.
3. Carry out Continuous Performance Monitoring
This entails the performance of each new user so as to determine if the training was successful for them. Since the skills are new to them, it is important to monitor their progress, motivate and encourage them so as to hone their capabilities. Bottom line; you need to put in place a system that allows you to monitor their progress and foster grow and development.
4. Request for Feedback after Training
It is recommended to ask for immediate feedback from the learners immediately after the initial training process end (there is no reason to not gauge feedback during the process as well). After several weeks, follow up with them so as to analyze their performance and ability to apply the skills and information in their daily tasks or assignments. Use your communication skills to interact with them closely to get honest responses.
5. Invest in Performance Support Aids
A shift in recent years to looking at learning more as a long-term process has led to development of performance support aid tools that are specifically tailored to link the gap between training and proficiency. For example, there are online guidance tools that enable new Microsoft Dynamics CRM users to get real-time assistance from the support team especially when carry out complex online tasks. Using such tools will significantly help employees to comprehend and master the skills as well as continuously use them to perform various tasks.
Finally as a manager, you need lead by example. This will give employees the much needed aspiration, motivation and confidence to carry out their assignments using the software especially during the initial stages.