Zen and the Art of CRM Training
Visualization can be a powerful method to help you achieve goals. Want your CRM implementation to succeed? Here’s a twist – you can be successful by imagining failure. I know that’s counter-intuitive; stay with me.
I’ve used a variation of this idea in planning sessions (e.g.”Let’s talk about what could go wrong with the project:”) with some success. But now I know I didn’t take it far enough.
This week two colleagues shared their mighty brain power with our mastermind group to take the idea a big step further.
User Adoption is Key
User rejection = EPIC FAIL. If CRM is used only by some, and then not fully or effectively, your system won’t meet the objectives that drove its inception. That wastes time and money and, by definition, it hasn’t succeeded. User buy-in starts way before the training session(s), of course. For now let’s focus on the training phase and look at a way to identify potential barriers before they become actual impediments.
Ommmm
This is where the visualization comes in (call it imagination if the V-word word makes your teeth itch). Set aside 15 minutes (+/-) at the end of training for this class exercise:
- Think about the top take aways from today’s class – write them down.
- Now, identify personal or organizational barriers to using your CRM.
- How do you see yourself overcoming those barriers?
Ask students to share their top take-away, concerns, and probable solution. This helps everyone clarify where s/he might get tripped up, be more aware should s/he stumble, and already have a resolution in mind. This exercise creates awareness that even the best of intentions can get derailed and to work consciously to stay on track.
Ommmm – on Steroids
Better yet, turn this into an ongoing process of evaluation and improvement. Use a tool like Zoho Survey to create a short questionnaire to use for the exercise (make sure answers are anonymous so no one feels put on the spot). Then – and this is key – revisit the survey results 60 – 90 days after the training session. The class can view their progress with “beginners mind” (there’s that Zen stuff again) by looking back at their initial impressions and expectations.
Obviously this process can be used for other applications beyond CRM training – in any situation where you want to help people mindfully change behaviors to be successful.
Many thanks to Susan Clark of Cornerstone Solutions and Greg Knapp of Aspen-Tech Consulting Group for sharing their ideas for continuous improvement. You guys are rock stars!
