Training and coaching are vital for CRM success
Employees’ competencies along with the tools they use must continually evolve as your business adapts to changes in the market. Ongoing training and coaching keeps your people sharp and engaged.
Not only do employees need to be technically savvy following deployment, they must actually use the system on a daily basis and adapt to new processes in order to achieve objectives. After all, these are the people empowered to reach out to new customers, manage relationships with existing customers and serve as front line conduits for customer and business intelligence.