Gaining solid user adoption to your new CRM starts well before you go-live. In our previous post, “Before CRM: 9 Tips to Gain User Adoption” we discussed how to build the excitement before your users have access.
Now it’s Go-Live day. Time to introduce your users to CRM and to really ignite their passion.
Here are 8 ideas to incorporate into your training on rollout day to help drive positive CRM user adoption.
1. Hold Kick-Off Training
This is pretty common right? Of course we need a kick-off meeting. But that first 10-15 minutes of your kick-off meeting could be the most important. Phones off, laptops closed, Focus on the presenter (not on a bagel or pouring coffee). This is a great opportunity to remind your users not only why they are there, but more importantly why the company has invested its valuable resources into Customer Relationship Management and the goals that you can achieve both from a company and user perspective.
2. Hear It – See It –Do It
Okay, let your users open back up those laptops because if users are going to WANT to use CRM, they have to UNDERSTAND how to use CRM. Explain It – Demonstrate It – Let Them Try It (and Learn It). For many users, the best way to learn is by doing. Use real-world scenarios. Make it applicable to that group so when it comes time to use it in their job, they can directly relate back to their training.
3. Provide Quick Reference Cards
Yes, the printed kind. Quick reference cards may seem a bit old school, but they are effective. Creating easy-to-read, step-by-step (printed) quick reference cards for specific tasks in CRM will save your users time (and possibly frustrations) on how to remember what to do.
4. Create Training Videos and Store them IN CRM
BEFORE you go live create short (3-5 minute) training videos on specific features. How to enter, qualify and disqualify a lead, How to create (and close) an opportunity, Adding Contacts, Creating Cases, Creating Views or Marketing Lists, Accessing Reports, etc. The possibilities are endless. You can also house them directly within CRM so they don’t even need to leave CRM for training. On training day, watch a few, reinforce their importance and SHOW your users how to access them (a few times if needed).
5. Update Other Business Areas
CRM isn’t a secret. If other business areas will not be using CRM directly or out-of-the-gate, it doesn’t mean they shouldn’t be informed. More than likely all the data that is in CRM, and will be going into CRM, will be a benefit to them. Make them supporters of CRM from the start and aware of the resources available to them.
6. Set Clear Expectations
You did this before CRM, but rollout day is a great time to state these again. Not only the expectations of the use of CRM (i.e. all activities get put into CRM, all opportunities, all service cases, etc) but also training expectations. “How long do I have to learn this”, “Who do I go to with questions”, “What are we doing different, now that we have CRM”. Some organizations even use fun rewards or gamification to make learning fun, competitive and rewarding. – Just be careful to not alienate those who do not excel right out of the gate and create negativity.
7. Focus (and Grade) on 3-5 Competencies for Each User
Pick 3-5 functions or areas you want your team to be really good at. As an example, “How to create and move an opportunity from a lead through the business process to close”. At the start of the training their competency level was likely a zero, but at the end of training, they mark they are a five. And keep that going in coming weeks and months to ensure those skills are where you want them to be. Allow them to grade themselves but encourage them to share their progressions.
8. Schedule Follow-Up Training
It’s highly unlikely that every user will be available to attend the live training on rollout day and also that CRM won’t ‘click’ for everyone starting day one. Set consistent follow-training and let your team know (that day) that training doesn’t stop at the end of today. If they don’t “get-it” not to worry, everyone learns at different rates, but that the resources will be available to help set them up for CRM success.
Now you know a few tips to implement prior to CRM, a few tips to implement on rollout day, stay-tuned for our final part of this 3-part blog series as we provide tips after you go-live with CRM including our on-demand video explaining all three in greater detail.
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