Earlier this week in my post about using software-as-a-service for CRM, I made the point that companies must not neglect such important non-technical tasks as defining their CRM processes and training users.
Because SaaS is pitched as a fast and easy alternative to on-premise software, I think these steps are getting neglected. Why offer training if a few clicks are all it takes for a user to accomplish most tasks? Yet making that kind of an assumption will wreck a CRM implementation, whether or not it involves SaaS. It's a point that merits continued emphasis, as SaaS is an increasingly popular choice for companies of all sizes.
Like most knowledge workers, I can say from personal experience that folks won't use a system if they aren't comfortable with it. If anything, it's worse with systems we're told are simple and intuitive. That just makes you feel stupid if you have problems, and even less likely to want to use it.
So I was pleased to see this post from Richard Boardman on his The CRM Consultant blog, in which he offers eight smart suggestions for training CRM users. Three of my favorites: