The investment in training strategies and training budgets for Constituent Relationship Management (CRM) implementations have recently been an area that advancement leaders are cutting. This decision is likely based on the notion that everyone can pick up the software since it is considered “intuitive.”
But by doing this, leaders are doing their team a disservice and exponentially affecting productivity. Here’s why.
Users Are Not Asking for Help
Data validation of your CRM requires everyone involved to participate in new technology. But what seems to be happening is these users are not necessarily comfortable adapting to new technology. Even worse, they aren’t inclined to ask (or even know where to go) for help.
This is because most new software claims to be “intuitive,” especially in advancement. Intuitive software is defined as application programs with a friendly interface that are easy to use. When a software is intuitive, it is assumed any user can quickly adapt to the interface. But intuitive software isolates even those technologically inclined and is a detriment to productivity.
Here’s some ideas to consider when you don’t have an adequate training program for your CRM implementation.
- Will users leverage tools in the workplace and get basic information? Yes.
- Will they become proficient? Maybe.
- Will they master it? No.
Creating Unnecessary Overwhelm
When it comes to CRM implementation, training on the new technology and tools has become lackluster, or it is assumed everyone is teaching themselves. But introducing new technology tools without proper training can trigger a “fight-or-flight” response.
This is because when someone experiences a stressful situation or event, the amygdala (an area of the brain that contributes to emotional processing) sends a distress signal to the hypothalamus. This area is like a command center, communicating with the rest of the body through the nervous system so the person has the energy to fight or flee.
Stress, especially long-lasting can lead to chronic, low-grade inflammation that contributes to cardiovascular disease, cancer, type 2 diabetes, and other conditions.
And this issue has been intensified by a post-Covid-19 environment and working from home, requiring users to be even more independent. As a result, users struggle to embrace new technology and take the necessary time to use it.
How to Resolve It
The first step is to identify who might need more training or information. But how do you identify those individuals? And how do you get to those that only interface with a particular set of systems? Or those using new systems but may not be checking in with you?
Work to create an ecosystem of understanding by identifying the training needs of your employees.
- Set clear expectations for each role
- Monitor employee performance
- Ask for feedback
- Analyze feedback
- Make the most of personal development plans
- Use focus groups to understand employee training and development needs
- Set up a system of mentoring and coaching
A successful training needs analysis will identify those who need training and what kind of training will be effective. This supports increases productivity and helps users adopt the new technology successfully.