Best Practices for Implementing Salesforce CRM - Cloud Experts

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How to develop a comprehensive training strategyDevelop your curriculumStart with an audience analysis to make sure you develop the right materials for the right users. At thisstage, designate an instructional designer to develop your training materials. Then decide what yourdeliverables will be. And always keep in mind this burning question: “What’s in it for me?” Yourcurriculum should answer that question.As you develop your training materials, keep these considerations in mind:• Make the most of existing materials. Get an inventory and make that information available to yourinstructional designer.• Successful training tends to be scenario-based, rather than focusing on features and functions. Try tofollow the work processes of your users to make the training relevant.Your materials should match the learning style of your users. The following materials are tried-and-trueapproaches:• Facilitator guides – Include detailed instructor notes on what to emphasize, details of timing, and soon. Be sure to map these guides to your participant guides.• Participant guides – Provide end-to-end, detailed training documentation. Interactive, hands-onexercises are a great way to provide realistic training.• Quick reference cards – Give users something to use when they’re on the job. Use the cards duringtraining for reference and consider publishing them online later.• Slide shows – Use such presentations to give your users the big picture. And remember: Keep itsimple!Deploy and deliver your trainingAs you get ready to start training, consider what type of training you need, how many users must be trainedfor each role, and how many days until the application is ready to go-live. Based on this information,decide how many instructors you need. Be sure your instructors have training experience. Ideally, theyshould also have experience in the user role they’ll be teaching.Depending on your user roles, consider any combination of the following types of training:• Prerequisite training – Create awareness and excitement with simple 5–10-minute “teaser” recordingsthat explain what’s coming, project goals, and of course, “What’s in it for me?” Consider using aninspirational video clip of a popular executive, or someone else people admire, to discuss how SalesforceCRM will make life better.• Train-the-trainer – If you have internal trainers and need to train many users, this is an effectiveapproach in which you train those trainers to deliver the materials you developed.• Leadership training – Regardless of the size of your company and your management team, adoption isalways higher when management promotes Salesforce CRM by showing they have the necessaryknowledge to hold their teams accountable.• End-user training – Hands-on training is perfect for making training personal, relevant, and interactive.The ideal classroom size is 1 instructor to 15–20 participants. If it’s not possible to present “live,”interactive, on-site training, use virtual training and turn over the mouse to give participants hands-onexperience with a demo scenario that gets them involved and active.BEST PRACTICE 3
How to develop a comprehensive training strategy• Brown-bag sessions – Use these formal or informal sessions to keep the conversation going. You cananswer questions, follow up on training topics, discuss new features, or whatever makes sense for yourbusiness and your users.For More InformationContact your account executive to learnhow we can help you accelerate yourCRM success.BP_TrainMethodology_2010-03-26
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Meet—and beat—these 8 CRM chall
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Using data access design patternsDa
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Best Practices for Implementing Salesforce CRM - Cloud Experts

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