New Coaching service launched by Consultancy to bridge the "CRM Training Gap"

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Clients for CRM systems now spend less time and money on training and this can lead to a "CRM Training Gap." MAS's new "Coaching" service offering enables this 'gap' to be reduced to improve system adoption and User ownership.

CRM Coaching - What does Coaching involve

CRM Coaching helps close the "CRM Training Gap" at an affordable price

“Coaching really is the modern approach to training whereby the core skill sets are often in place, but need developing and refining in order for the candidate to maximise and have a clear view of what they need to do and when."

Independent CRM Consultants, Marketing Answers and Solutions (MAS) have launched a new CRM Coaching service after recent customer research showed that over the last few years clients were taking less and less training, partly since they may have used Customer Relationship Management systems previously, but more often because budgets are now more restricted so the traditional three levels of user training were reduced.

The problem highlighted by the research was that the three main levels of training are now condensed with the result that many topics were only briefly covered due to these time constraints creating in MAS' words a "CRM Training Gap".

The research found that there was just enough day to day usage training, but clients were more reliant upon their consultants to deliver improvements and were not able to fully to maximise the full range of software functionality to move their system forward, mainly due to a lack of in-depth knowledge and also practice and experience.

Crucially, this 'training gap' can impact the level of user adoption and thus the effectiveness of the system in supporting sales and marketing campaigns as well as in providing accurate and informative reporting to management.

Commented Gary Perkins, Managing Director of MAS:

"Since much of this 'CRM Training Gap' can be attributed to the lack of knowledge and expertise. Bridging this training gap is where our new "Coaching" offering will help and we have already used this with clients to great effect".

So, what’s the difference between coaching and training? According to Simon Williams, Action Coach Ambassador and MD of Arrivista:

“Coaching really is the modern approach to training whereby the core skill sets are often in place, but need developing and refining in order for the candidate to maximise and have a clear view of what they need to do and when. It facilitates and builds on core skills with support and accountability.”

The 'CRM Coaching' service is now available and is aimed at supporting the more experienced Advanced and Administrator types of user. After each training or consultancy session, a list of agreed Actions are created. And then if required, a coaching session is scheduled to help and hold the user to account, but more importantly to give them guidance support and hand-holding implementing these actions.

MAS have found that the service helps to further develop the skill sets of users at an affordable cost in time allocated and money spent. It acts as a complementary approach to pure class based training and is able to be taken on an ad hoc basis in hourly blocks.

Coaching is now available for the following products:

  •     SAGE CRM
  •     MS CRM
  •     GoldMine
  •     ACT!
  •     Maximizer

With the introduction of this new service, MAS are showing an innovative approach to developing and building a clients inherent skills enabling them to then apply this knowledge confidently in their business at their own pace and speed.

To read more about the benefits of coaching when applied to Customer Relationship Management systems and how this supports MAS' own implementations, read their more detailed Blog which lists core benefits and gives more detail on how coaching can help bridge the ”CRM Training Gap”. The blog has a free ebook download summarising the key aspects of Coaching together with a case study example.

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Gary Perkins

Gary Perkins
@MASCRM
since: 08/2010
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Marketing Answers & Solutions
since: 04/2012
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