Dynamics Training: Getting the Most Out of CRM

Megan Walsh, 23 March 2010

Learning to use new software is not easy. Changing the way that you do things as a manager or as a staff member takes time and a strong commitment to the new process.

For our customers who are new to Dynamics CRM we firmly suggest taking the time to do some formal and informal training with their team so that as a business they can get the most out of their CRM system.

Because individuals learn in unique ways, the training package we suggest includes several mediums, including those outlined below:

1. Training Manual – for Microsoft Dynamics CRM out of the box, there is an extensive User Guide available for download from http://www.microsoft.com However, as we do a lot of CRM customisations and xRM development we often write training documentation on how to use CRM with specific reference to your unique business processes. We put together a step by step guide so that in the absence of a trainer, every CRM user can learn how to use the system to perform their job roles.

2. Onsite Training: Super Users – there are great benefits to having one of our Microsoft Certified Trainers coming to your site to deliver customised training on how to use Dynamics CRM. The key one in regards to training Super Users is that they will learn from the trainers how to train their team members on how to use the system, this is referred to as ‘Train the trainer’.

3. Onsite Training: End Users – once the Super Users are up to speed they can start running End User training sessions for the rest of their team. For the initial sessions one of the Magnetism staff will be present on site to support the Super User and answer any additional questions that may come up in training.

The result of taking the time to train up an internal Super User for CRM is that they become the first port of call for any clarification or questions in regards to CRM. It is preferable for End Users to be able to approach someone onsite for help than to put a request through to their supplier, way for a response, and perhaps wait until they can have someone come onsite and resolve their problem.

Once your staff feel confident that they know how to use your CRM software correctly, the quality of the data going in will improve, which directly effects the accuracy of the reporting data you get out of your system.