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In my experience, resistance to CRM changes and training comes as a result of fear. Fear of change and fear of failure.
Many CRM professional roles are target based, and team members may be wary that early adoption of new features or processes will negatively impact their performance as with taking time to train.
To challenge this mindset set out to work with specific people first, handhold their training and take their feedback onboard before a wider rollout. Work with them to prove that CRM training will benefit them and is time effective and will improve their performance. Tailor a training programme that most quickly addresses the teams fears and helps them do their jobs better and faster and you will succeed.
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To ignite enthusiasm and participation in CRM training, I focus on demonstrating the tangible benefits of the system for their daily work.
I highlight how CRM tools can streamline their tasks, improve efficiency, and make their jobs easier. Engaging training sessions with interactive elements and real-life scenarios can also make learning more relevant and exciting.
I encourage feedback and provide support to address any concerns or challenges they might have. Recognizing and rewarding progress and success in adopting the new system can further boost motivation and participation.
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To overcome resistance to CRM training, I used gamification in the Post-Fair Wrap Project to make learning fun and engaging. We introduced friendly competitions where teams earned points for CRM milestones, fostering both excitement and participation.
I paired this with hands-on workshops and real-time support to reinforce learning. The ADKAR model helped manage change by addressing individual concerns and showing how the CRM enhanced daily workflows.
Check out "Drive" by Daniel Pink for tips on motivating teams. And pro tip: nothing sparks excitement like promising pizza for the most CRM-savvy team member—hunger is a great motivator!
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Show how the CRM system will simplify their tasks, improve efficiency, and ultimately make their workday easier. Highlight Benefits: Show how the CRM system will simplify their tasks, improve efficiency, and ultimately make their workday easier. Introduce rewards or recognition for milestones and achievements during the training to motivate participation
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Resistance to change is a relevant issue in technology, since we are used to doing something in a certain way, and changing it causes us a natural rejection, in most cases. This is something that has happened to us in my more than 7 years of experience leading a CRM company.
In general, the onboarding process for CRM solutions is the key point to break these resistance barriers. It is ideal to present a CRM as a solution, a benefit for sales teams and not just as a control issue. And that is how it is, a CRM is a tool that makes work easier, helping to sell more and better, in addition to saving time on activities that previously took longer or that you can automate.