Training is the highest ranked CRM service customers need. (InfoWorld,
April 16, 2001, pg. 64.) As organizations work towards becoming a
“relational enterprise,” totally customized training will be required for nearly
every employee. CooperComm provides highly tailored training in three relationship
management areas:RM leadership
... We train executive leadership on how to become a “relational enterprise.”
This is not an option, it is a requirement to survive and thrive in the coming years.
RM project teams ... We teach project
evaluation and implementation teams about the issues in developing a decision criteria,
evaluating relational system vendors, and making the purchase decision.
RM end-users ... Training end-users on the
operation of a new system is not enough. (This is why many CRM projects experience a 60%
failure rate even after end-users are trained.) The new portal technologies, roles-based
processes, and universal analytics require new competencies for all end-users.
