Reference no: EM132733707

Problem 1: Avondale Industries adopted a new customer relationship management (CRM) service and first implemented it in its sales and marketing departments. Upper management is rolling the CRM out to its other customer-facing departments next (recruiting, customer service, and business services), and the training and development office has been asked to arrange the training. Several employees in business services are highly skeptical of the CRM adoption because they have seen tools come and go that are supposed to be the latest and greatest in managing customer relationships to help business grow. The trainers have enlisted the help of two of the CRM champions, one from sales and one from marketing, who are passionate about the CRM and are skilled in its use. They plan on having the employees jump right in and start using the software to demonstrate how having the right data can create incredible customer experiences. Why might having the CRM champions help improve the training experience for the nay-sayers and help them be motivated to learn?

Option 1: The CRM champions will be able to provide immediate feedback to the employees while they are learning the software and help them understand what a difference it will make in their jobs.

Option 2: The CRM champions are actual users that can best demonstrate how the software has made their jobs easier and how it helps them achieve their company goals more easily.

Option 3: Having used the software extensively, the CRM champions will be able to tell which employees catch on more quickly and can focus on helping those who struggle learning.

Option 4: Because the CRM champions have used the software, they can be good examples to other employees on how to adjust when faced with change.