Delivery of “What’s in it for me?” Sessions to Sales team
In order to drive high levels of adoption, it’s important that users understand the benefit of using Tour de Force CRM. Users need to know that Tour de Force CRM is not just a management reporting system, but rather was designed to help them perform their jobs more efficiently and effectively. The Tour de Force CRM Professional Services Team has designed a presentation for the individual users which outlines the benefits and value they’ll gain from using the system.
There are three main areas covered in the presentation:
- Reinforcement of the value of having all information about an Account record in one central location.
- An overview of the concepts and value of managing activities, opportunities, and sales.
- A review of how communications regarding the customer relationship are centrally located for all members of the sales team to access.
The presentation is delivered using web sessions and is typically scheduled just prior to the Go Live User Training milestone.
Review Go Live Checklist / Final Review
Prior to the Go Live User Training milestone, the CRM Project Team completes a detailed checklist of tasks that verifies that Tour de Force CRM is configured properly based on the goals, objectives, and processes documented throughout the implementation process. The CRM Environment Consultant also verifies that all server side components of Tour de Force CRM are properly installed, configured, and running as scheduled.
During the completion of this milestone, the CRM Application Consultant reviews all of the business process documentation with the Client Project Team and also performs a basic walk through of the training outline to ensure all parties are on the same page prior to the Go Live User Training.
This process also provides one final walk through on the system in order to make sure that the Client Project Team and the CRM Application Consultant are on the same page with regards to the business processes and business rules that will be implemented with the Go Live User Training.
Go Live User Training
The goals of the Go Live User Training sessions need to be clearly outlined between the CRM Application Consultant and the Client Tour de Force CRM Product Champion prior to training. During the training sessions, the CRM Application Consultant uses the Tour de Force CRM Introduction Client Training manual and the Business Processes and Rules that were documented in the Discovery Phase to train users on how to use the base functionality of Tour de Force CRM in order to perform their daily tasks in the most efficient and productive manner.
The Tour de Force CRM Project Team generally recommends scheduling separate training sessions for the external and internal sales teams of an organization. Although both sales teams use Tour de Force CRM similarly, external sales team members typically access the application through different working environments than the internal sales team, including more extensive use of Offline capabilities and Tour de Force Mobile CRM.
Tour de Force CRM Client Introduction Training Manual
Users are generally provided with the Client Introduction Training Manual during their training sessions. This manual gives users a basic understanding related to the key concepts associated with Tour de Force CRM. The topics that are presented in this manual include the Searching, Navigation, Account Management, Contact Management, Opportunity Management, and an overview of the items that can be created and linked to Account, Contact, and Opportunity records in Tour de Force CRM, such as Tasks, Appointments, Activities, and Email.
Web based training can also be scheduled to cover the advanced features of Tour de Force CRM. In cases where advanced training topics are selected, the use of support credits may be required for the additional training sessions.
Tour de Force CRM Administrator Training
Training on the Administration Console of Tour de Force CRM is performed throughout the project both remotely and while the CRM Consultants are on-site. Most of the administrator training can be performed using GoToMeeting or GoToAssist web training sessions throughout the implementation process.
Training of the Client Tour de Force CRM Administrator typically begins during the Base Installation and Configuration milestone of Tour de Force CRM, and continues until the Client Tour de Force CRM Administrator is comfortable with the utilities associated with the Administration Console.
Documentation for the Tour de Force CRM Administration Console is not generally provided in hard copy. Within the Administration Console there are web links that allow the Client Tour de Force CRM Administrator to directly access the appropriate PDF documentation from the web support site. By providing dynamic links to the documentation, the Client Tour de Force CRM Administrator always gets the most accurate and updated documentation for the utilities being accessed.
Review of Outstanding Issues Following Go Live User Training
Following the completion of the Go Live User Training, the CRM Application and/or the CRM Business Consultant meets with the Client Project Team to review any outstanding issues that arose during the training sessions. Having the entire project team present at this session in order to gather everyone’s input is important.
During this session, the CRM Consultants review the business processes that were presented to the sales team during the training and make any required modifications to the processes based on input from the sales team. The CRM Consultants also review any outstanding configuration changes that need addressed following the Go Live User Training. Following the meeting, the CRM Consultants document the issues discussed in the meeting and post any issues that are not immediately resolved on the web support site so that the Tour de Force CRM Support Team can assist in the resolution of the issues.