Self Support - Something New
Sept 20th, 8-11am - Southern New England CRMUG Meeting

Utilization and Dynamics CRM

You have rolled out your project or you are working on it and that "I hate change" and "What? I have to learn something new?" are tripping you up and getting in your way.  These mindsets create speed bumps and the more speed bumps the harder the change.

So what can you do and if you know what to do how can you get the attention of your users in this noisy, noisy world so that they understand what is available to them?

The Top 7 Ideas

1. Using an experienced and trained Dynamics CRM resource, present Dynamics CRM regulary. This does not necessarily mean training, this is much more focused on sharing ease of use and the potential for the tool to meet an existing needs. Only present what you have delivered or are delivering.

2. Present audience specific information that meets the interests and needs of a very defined small audience. Don't try to meet the needs of customer service, sales and marketing or the needs of managers, sales people, marketing experts and developers all in the same 1 hour presentation.

3. Adopt the DRIP mindset. A one hour presentation a few times a month, focused on two specific features, is much more powerful and useful than eight hours of overwhelming rain showers.

4. Listen to your audience without trying to change their opinion. Different functions are easy or difficult depending on the user's perceptions. It might be easy for you, but it could be hard for them. Avoid that word EASY. Do you Golf? Consider how hard it is to change your golf swing if you have been swinging it the same way for 10 years. It might improve your game BUT

5.  First impressions are not usually lasting impressions particularly when it comes to Dynamics CRM and the flexibility and multitude of choices it offers. Offer as much training in as many different formats as possible.

Consider that anyone over 30 was trained on applications that let you do one thing at a time. One open account record for instance. Dynamics CRM allows you to work on 5 Accounts at the same time. It fits in your kids world - You know the world where kids have 5 IM windows open on their machine which are current conversations and they are working on their homework and they are listening to music. Dynamics CRM offers the flexibility to fit in this multi-tasking world. Choice makes for more complexity, raising the learning curve. Allow people the time to adjust off of their first impressions through good training.

6) Try to discover mindsets and relationships with the software that cause frustration. "I just tolerate that it has to be done that way" applies to many different tools in use today. Just as in Outlook people fall into pattern and habit which is not necessarily the easiest or the best way to use a tool. Watch how your users use the software to do their tasks. Be a detective, document that business process and then step back and consider and discuss with management what the best options are. Many time these options do not require dollars or huge effort.

7) Remember that in the world of technology and business software the tools and base foundation never stop changing. It is our habits, training, busy lives and reluctance to change that delays the goal of the highest utilization possible with the tools available in any given point of time.

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