The Importance of Ongoing Training in CRM Implementation Success

When implementing a new Constituent Relationship Management (CRM) system, users must be appropriately trained and equipped to use it effectively. Otherwise, you risk hindering CRM implementation success.


Many organizations recognize this need and outsource the initial training to a consultant or vendor, particularly during the Go-Live phase. However, the importance of ongoing training and support beyond the initial CRM implementation is often overlooked.


Recently, a client contracted Precision Partners to deliver a training course for their users at Go-Live. Go-Live is a crucial step in the CRM implementation process, but it’s only the beginning. We encouraged them to consider additional training. Here’s why.


Developing an ongoing training curriculum is critical to maximizing the value of your CRM implementation investment and ensuring long-term success. New users and/or existing team members require refreshers—it becomes clear that more than a one-time training session is needed to ensure long-term CRM implementation success.


Your CRM implementation training curriculum should be designed to meet the evolving needs of your users, from new hires to seasoned professionals. This not only increases productivity and improves outcomes but also ensures your team is always up to date with the latest features and best practices.


Building a complex training curriculum in-house can be daunting, especially if you need more dedicated resources or expertise. Engaging a CRM implementation consultant to develop train-the-trainer courses can be a game-changer.


Train-the-trainer courses are designed to equip your internal team with the knowledge and skills needed to deliver effective training on an ongoing basis. This approach offers several benefits that support CRM implementation success.

Benefit #1—Custom Course Materials

Your CRM implementation consultant develops course materials tailored to your organization’s needs and use cases. Tailored coursework makes CRM implementation training relevant, engaging, and effective.

Benefit #2—Expert Guidance

Benefit from your CRM implementation consultant’s expertise in adult learning, instructional design, and CRM best practices. This guidance will empower you to create an applicable and sustainable training program.

Benefit #3—Inspire Internal Team during CRM Implementation

CRM implementation teams build a sense of ownership and expertise when they are trained adequately. Adequate training reduces your reliance on external consultants and fosters a culture of continuous learning and improvement.


As you develop a train-the-trainer program for your CRM implementation, confirm it covers two key aspects.

  1. Course materials for delivery:This includes slide decks, handouts, exercises, and other resources that will be used to deliver the training. These materials should be designed to be engaging, interactive, and easy to understand.
  2. Training for trainers: This involves providing your internal trainers with the skills and knowledge needed to deliver the training effectively. This may include training on adult learning principles, facilitation techniques, and how to navigate the specific features of your CRM implementation system.

Outsourcing the initial training for your CRM implementation is a good start, but more is needed to ensure long-term success. Invest in ongoing training curriculum and empower your internal team through train-the-trainer courses. This creates a continuous learning culture that maximizes your CRM implementation success.


Remember, the true success of your CRM implementation lies not just in the initial Go-Live but in your team’s ongoing adoption and effective use of the system.