RSMUS.comEffective end user training on Microsoft Dynamics CRM is a key factor to a successful implementation. Clients often ask for recommendations on how to best train users to ensure high user acceptance and retention. Here are my top training tips to help make more Microsoft Dynamics CRM end user training sessions successful.
- Power Users: Companies with strong system administrator sometimes overlook the importance of having power users for Microsoft Dynamics CRM within their organization. I have found that the combination of a strong system administrator and power users lead to the most successful training sessions and implementations. Particularly during training, power users act as the best advocates for the system. I often ask power users to actively assist in training because this allows them to practice sharing their knowledge. Power users tend to be more easily understood by their co-workers because they perform the same job function or role and often times provide the best tips for accomplishing tasks discovered through their own use of Microsoft Dynamics CRM.
- Timing: When scheduling training, the date and length is usually dictated by the amount of hours required to conduct the training. What seems to be frequently missed is the importance of the time of day during which the training is held. I suggest starting training at nine or an hour after the business opens. It is difficult for end users to start their day in training and often, when given a chance to check their email and get their coffee first, users show up to training more prepared to learn and ready to participate. I also strongly recommend ending training half an hour before the end of business hours. Training can be fairly exhausting and end users tend to disengage closer to the end of the day.
- Training Material: Training material can be an excellent supplement to a Microsoft Dynamics CRM end user training. Clients often ask for training documentation for users to reference during and following a training. I recommend creating documentation that is short and specific to user processes. Instead of giving a user a large manual they will never look through, I create one page documents for the top five user processes in the system. The one page training reference includes bulleted process steps and screen shots. Also, the system will seem far less complicated if the basic functions can be outlined on five pieces of paper.
- Parking Lot: In order to ensure a training stays focused on communicating the required information, I recommend having a space to capture “parking lot” or out of scope items to be discussed later. During a Microsoft Dynamics CRM training, it is important to communicate to users what functionality is being introduced with the system. Even with this communication, it is common for users to ask and comment about additional functionality not being covered. By setting up a “parking lot” to capture these questions, ideas and comments, it allows you to not lose sight of what is being discussed and, once captured, also gives you a chance to easily stop a conversation and return the focus to the training.
RSM offers customized training as well as other services for Microsoft Dynamics. If you are interested in assistance with conducting a Microsoft Dynamics CRM training or implementation, please contact our professionals for more information on our services at 855.437.7202 or crm@rsmus.com. If you like these tips, you may consider subscribing to our Dynamics Community News publication.
By: Alesha Baerenwald – Microsoft Dynamics CRM partner in Minnesota
