Microsoft CRM Training

Dynamics MCT

Microsoft Certified Trainer

December 8, 2011, by Bill Bonofiglo, Dynamics MCT

Is training the most important element of a Microsoft CRM deployment? No.

Say what? I can hear all of you now. "Hey Bill, you are a Microsoft Dynamics MCT. Training is your core competency. Aren't you talking yourself out of work?"

No.

Microsoft CRM Deployment Process

Broadly defined as: discovery > development > testing > training.

These four stages are fairly typical; however, there can be other stages such as installation and configuration as well. This article will follow the four stage deployment process model which I have found to be very common.

Microsoft CRM Training Myths

In my experience, CRM training occurs during the entire consulting process/stages. It actually starts with the first sales demo and continues all through the initial discovery phase, then the development phase and then into the testing phase. By the time we get to the final CRM training phase, the Customer has had as much exposure as a Playboy Centerfold.

While an initial sales demo may only provide limited exposure/training, a discovery phase can last 100 hours over a four week period, for example. There are usually several lengthy meetings. Every single meeting I have IE and Microsoft CRM open and usually projected on a big screen. It is the focal point of our discovery discussions.

The same scenario above applies equally to the development stage. More clicking, more explanations and more training.

By the time development is completed, the Customer has seen Dynamics CRM in action including a plethora of explanations every click of the way. Their confidence in using the CRM application incrementally builds the entire time.

Microsoft CRM Trade Secrets

There are of course specific techniques and tactics a skilled CRM Consultant uses during these phases to enhance learning. I have purposely left these trade secrets out of this article. The competitive advantage derived from their use is reserved for Customers I am working for.

CRM Training Dirty Little Secret

The truth be told, the deployment stages prior to training can cannibalize the training phase if the Consultant has the skills to incorporate advanced training techniques and tactics during the entire Consulting process. This technique is the value proposition for choosing a Microsoft CRM Consultant with the proper credentials, such as holding the MCT (Microsoft Certified Trainer) certification.

They don't just hand this MCT title out like a free cigar, so you can reap a windfall from a Consultants hard work and commitment to CRM by simply hiring one.

The Training Value Proposition

Hire a Microsoft CRM Consultant that knows how to incorporate training into the entire deployment process. Effective Microsoft CRM training starts with the sales demo and builds throughout the entire Microsoft CRM deployment process.

Training for Existing Deployments

Incremental CRM training for Users who are already familiar with Dynamics CRM is money well spent. Familiarity with the product allows target specific training and lets the Users ask relevant questions correlated to everyday real world tasks. I encourage anyone using Microsoft CRM to give strong consideration to incremental training.

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Microsoft CRM training is part of our CRM Consulting Services. Please contact Bill today using the Contact web page (top right tab).

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