Train Your Teams to Take Full Advantage of Your Customer Relationship Management – CRM

  While many companies consider Customer Relationship Management ( CRM ) software invaluable, most aren't capitalizing on the total power of a CRM because their customer service executives lack the training to take full advantage of them. Tapping into these features can massively boost company productivity by boosting revenue, improving the customer experience, or simply streamlining cross-functional interactions and reducing the likelihood of errors.   According to the Salesforce 2020 financial report, over three-quarters of Salesforce clients were not using several core features of the service. With a little training, each of the following features of CRMs can massively boost the value you’ll get from your CRM without any added investment since all these features come by default with every popular CRM in the market today.   Let’s go over all the things well-trained customer service representatives can already do that most companies overlook despite having all the necessary infrastructure in place and ready to go.  

Adaptability and Personalization of CRM Service

With effective training, teams can:

• Connect with more customers faster
• Get immediate information on each customer’s journey on every call
• Identify new, existing, and high-value customers

  To achieve these, it's important to train your staff on how to document customer interactions and fetch data from previous interactions. While this may seem obvious, customer service executives moving between companies can often get confused or frustrated by changes in formatting across different CRMs, or even different companies working on the same CRM service, like Salesforce. It's important that any customer service CRM training covers the specific protocols that your company uses to document customer interactions and how customer service representatives can quickly identify important details from previous conversations.  

Cross-Functional Communication and Integration

  Well-trained teams are also able to:  

• Provide valuable customer feedback for decision-makers and product teams
• Track delays and complaints across the supply and distribution chain
• Make personalized upselling recommendations for the customer’s specific need

  The best way to ensure cross-functional integration is through regular, high-quality training programs that keep each team up to date with one another. CSEs should be educated on the sales process to better inform customers on when to expect their products, what policies the company might have for rebates, refunds, or similar issues.   Consistent Service and Ownership Across Multiple CSEs   Effectively trained teams can:  

• Document service failures, complaints, and promises to call back to ensure that customer issues are solved.
• Ensure customers never have to repeat themselves
• Automate reminders to follow up with special cases

  With proper training, these actions can massively boost the brand value of the company. A well-organized company exudes higher competency, dramatically boosting customer retention and cross-selling.   Ozemio provides learning services and solutions that can boost your customer service teams' performance via CRM training. Ozemio also offers high-quality training for other valuable skillsets, from empathy and ownership to cross-sales and urgency creation. Ozemio's human-centric approach to learning has a proven track record of developing training programs that foster a high-motivation, high-performance workforce. You can learn more from our website here and request a sample or reach out to us for a free consultation.