Match employee experience with learner experience

Your sales teams are busy. They need quick and convenient access to training. Switching between Salesforce CRM and the corporate LMS to find the right content affects their productivity. Indeed, according to a study by Salesforce, 31% of sales reps spend their day searching for content. Salesforce’s integrated approach to training can save them valuable time and make their job easier.

Tailoring your training offer to your sales processes enables you to build a consistent and fluid learning experience.

For example, your sales reps can view customer purchase history or spot trends right in Salesforce. On the product page, they can watch short videos or SCORMs to learn about sales and negotiation techniques. Cherry on the cake, you can provide this content in context, depending on whether an opportunity is in the negotiation or closing stage. A learning solution like Daniwoo Lx allows you to inject video into your sales process by leveraging Lightning components.

That’s it. Your sales reps no longer have to browse through an endless training catalog to get the skills they need to succeed. They can access content at point-of-need. Even on the road. Yep! Your sales reps don’t just sit at the desk all day. They must access to relevant content on the field. Need tips to perform a killer sales pitch? They got it instantly in their Salesforce1mobile app. Quick win guaranteed.

Boost the customer experience

Customer service training is a solid strategy to ensure that they have the skills they need to make your customers happy. Integrating a learning experience into Salesforce CRM enables you to identify what skills need to be improved exactly. In particular, when it comes to customer issues that require your immediate assistance.

By delivering training within Salesforce, you give your customer service staff the ability to learn about new products or services in the flow of work

Dealing with your customers all day can be incredibly exhausting and time-consuming for your customer service team. Plus, they shouldn’t have to switch between the Service Cloud portal and the LMS to find the learning resources. By facilitating access to relevant content and courses within Service Cloud, you make their job easier and avoid dealing with thorny issues. Assess their knowledge with quizzes or interactive content such as SCORM and drive results with problem-solving skills.

Just as you routinely conduct a performance review, quarterly training is a good practice for your customer service team. Routine training enables all team members to refresh and get better at what they do. Create training courses and automatically enroll every member of your staff by leveraging Lightning Flow based on learning goals and staff performance.

Last but not least, customers can keep learning about your products from the Salesforce Community Cloud. You can track their training activity and identify which training courses they access frequently, or not at all. It gives you a good indication of their product usage and knowledge gaps. The easier they understand your product, the faster they adopt it, the stronger they promote it.

Measure what really matters

Salesforce CRM focuses on processing large amounts of data in real-time for effective decision making. Team training activity supplies Salesforce with additional data. In a standalone approach, this data lives within the LMS. Coupling with other data sources requires complex and time-consuming interfaces. Salesforce’s embedded approach eliminates this constraint. It makes it easy to cross-reference training data with sales performance data. The ability to obtain new KPIs provides decision-makers with interesting reading grids.

Identifying top performers and those in need of strengthened training programs becomes easy.

L&Ds or Sales Managers can identify the key competencies to be improved. Distinguishing the best-performing sales reps and those who need strengthened training programs becomes easy. As a result, the focus is no longer on reducing the cost of acquiring new skills, but on performance and efficiency. Salesforce CRM embedded training helps you connect the dots between training and performance management.

Collaborative learning is key

By offering a training experience in Salesforce, you leverage the Community Cloud and the Chatter social network. Link each learning content or training path to Chatter and facilitate peer-to-peer learning. Make it easy for sales teams to comment and ask questions on courses. Highlight the answers of the most relevant experts for all members of the community. It is especially useful when it comes to onboard new hires within Salesforce CRM. Finally, in the context of an extended enterprise, organizations often find it difficult to train their partners and resellers. It can be prejudicial to sales and impact the bottom line. By leveraging the Salesforce Community Cloud, you enable your partners and salespeople to learn together in a unified environment.

Final words

Integrating a learning experience into Salesforce CRM has the potential to increase sales by making it easier for teams to learn; it transforms engagement, accelerates skills development, improves productivity, and enables organizations. Salesforce CRM, with exciting new features, becomes an even more valuable pilar of the customer experience strategy.