Training Solutions

CRM solutions are complex! The complexity is not inherent in their design. What is more critical is that a CRM system follows the addage "Garbage in equals garbage out". CRM implementations are only ever succesful where their deployment is immediately proceeded by a series of training sessions that guide the new user or users into the terminology, use-cases, philosophy and tools in a way that helps your business extract the maximum potential from the software. Our training portfolio is your best resource for acquiring superior, comprehensive and relevant education and skills for your CRM solution.  We offer both role based as well as product-based training, that looks at using CRM solutions from a users perspective as well as from a technology and capability perspective. This training ensures that your organization can operate and apply its CRM strategy quickly, easily; working smarter rather than harder!

CRM uses wording and classifications that may appear obvious at first glance. For example, what is the difference between a Lead, an Opportunity, a Contact and an Account. Where and when is the magic moment where a lead turns into an opportunity, and at what point do you classify an opportunity as an Account or as a Contact? When converting Leads into an opportunity should you also create an account? How should entities like suppliers, vendors, competitors and market influencers be categorized and tracked?

Training your organization is key to the success or failure of your CRM solution. Without training your users will not take the actions necessary to make CRM a part of their natural work process in order to keep the system up to date. An out of date CRM solution is only marginally better than none at all. For CRM to work, not only is using the tool important, but using it correctly, at the right time, with the right information.

We offer a suite of training capabilities from initial system start right the way through your expanding use of CRM solutions. This includes interim training, and the training in new features and functions as they become available.

Remember, nearly all Customer Service failures in industry are a process issue, not a technology issue.  CRM systems are designed to carry out simple tasks but it is in accordance with a well planned and well laid out workflow.  Often, when we look at challenges with Customer Care, Customer Support or Customer Service we find that the issue's a business is having is with its processes, its business processes, not its technology.  Your CRM infrastructure can be wholly outsourced, but the creativity and processes of your business cannot.  Your business should worry only about your customer strategy and executing on that strategy. With our training options we make sure that you are able to do just that!