Top Tips for CRM User Training

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In this blog we are going to look at 10 top tips for CRM user training.

The success of a CRM implementation depends significantly on how well end-users are trained and how well they adopt the new technology. Under-investment in CRM training is frequently a key reason for poor user adoption because most decision-makers tend to underestimate the amount of training their employees will need. This leads to implementation failures and delays in time to drive value, despite considerable investments in the system implementation itself.

Tip 1: Establish Training Expectations and Success Criteria Upfront

Before you roll out CRM training to your organisation, it is critical that you clearly communicate information about the training to your managers and team members to avoid confusion as to the effort required.

Key questions to address:

  1. Who needs to be involved, when and for how long?
  2. What type of user will they be e.g. sales, customer services, marketing etc. and what functionality will they be using on a regular basis?
  3. Who will be your power users?
  4. What functionality will managers need to use regularly?
  5. Who will administer the CRM internally?

When all CRM users are on the same page, they are more likely to succeed. In addition, when they know what success looks like, they will be more motivated to complete training.

Tip 2: Assess the Skill Gap Between What Users Need to Know And What They Already Know.

Before you plan your end-user training, you should perform a skills audit. Answering the questions in tip 1 will give you a good start. This will help you understand the pre-existing skills and knowledge your CRM users have about using the CRM and identify areas where a knowledge gap needs to be closed. Then, use this skills audit to create your course content.

If you have a blend of competency levels amongst end-users, it is best to avoid grouping all users in a one-size-fits-all course. Instead, grouping users together based on their skill level and department would be best, so they only get the training they need and that is relevant to their role.

Tip 3: Train Your End-Users As Early As Possible

Allowing your end-users to get their hands on a beta version of your new CRM system before you begin formal training can be beneficial. A few days of exploration will help your end-users familiarise themselves with the basic structure of the CRM system and even produce a list of questions they can ask during training.

However, don’t delay your formal CRM training too long. We suggest training just prior to implementation and certainly before formal roll out occurs. This will prevent users from developing bad habits, inputting poor data, and ignoring best practices taught during training.

Tip 4: Provide A Productive Training Environment

CRM training sessions will only be practical if users are not interrupted by phone calls, office chatter, or emails. Therefore, booking a training room away from the normal environment is best practice.

Moreover, the training group size should be at most 10-12 people at a time. Putting too many users in the CRM training sessions will slow the learning pace, restricting the depth and intensity of the content that can be covered. Instead, as recommended above, you can split users into training groups based on their skills audit. This way, users are paired with others who will have similar questions throughout the training.

One of the crucial tips for end-user training is to have users follow trainer-led work examples on their computers instead of watching a trainer or sharing laptops. If end users repeat the actions as they learn them, their skills have a better chance of sticking.

Tip 5: Utilise multiple formats

Offering training in different formats, such as video tutorials, in-person sessions, and online resources, will help accommodate different learning styles and ensure that everyone has access to the information they need.

Tip 6: Start with the Basics

This means beginning the training by introducing the most basic features of the CRM system, such as how to log in, navigate the interface, and access different modules. This will give users a good foundation to build upon.

Making sure the training is easy to understand and remember will help users retain the information and apply it to their work. Using clear language and visual aids can help with this.

Tip 7: Tailor training to individual roles

Different users within an organisation will have different responsibilities and needs when it comes to using the CRM system. Customising training to meet the specific requirements of each role will help users get the most out of the system.

Tip 8: Encourage open communication

Creating an environment where users feel comfortable asking questions and providing feedback will help ensure they get the most out of the training and are able to use the CRM system effectively.

Tip 9: Evaluate effectiveness

Regularly assessing the effectiveness of the training programme will help ensure that users are getting the most out of the CRM system and that the training is meeting its objectives. This might involve surveys, interviews, or tracking usage metrics. Based on the results of these evaluations, adjustments can be made to improve the training program.

Tip 10 – Foster ongoing learning

Providing ongoing training and support will help users continue to improve their CRM skills. This may include regular training sessions, access to online resources, or one-on-one coaching.


Investing in CRM software is a fantastic way to revolutionise your business and create a competitive advantage. To get the most from your investment, you must offer CRM training that will resound with each user and increase the success rate of your CRM implementation by ensuring your user adoption rate is high.

If you would like to discuss your business challenges and how ViewPointCRM can help your organisation, please get in touch with our expert team today or book a demo.