Needs Assessment: Training Solution for the Use of CRM Software

Needs Assessment
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Needs Assessment
Introduction
I have access to a company that implemented customer relationship management (CRM) software three months ago. However, employees hate using this system since they do not understand it well. When the CRM software was implemented at the firm, workers were offered a few hours of training to introduce the new system. The management did not bother to ensure that they understood the CRM software well so that it could be easy for them to use.
Executive Overview
Employee training promotes the acquisition of new skills that enable a company to achieve its goals, mission, and vision (Halawi & Haydar, 2018). Without ensuring that workers understand how to undertake their duties by effectively using the technologies provided by the firm, all the money spent to implement systems might go to waste. In the scenario at hand, the company did an impressive job to adopt the CRM system, which when used appropriately can foster its interactions with customers and other stakeholders. However, the primary issue is that employees do not understand how to use this software efficiently.
Process Description
In my leisure time, I usually volunteer to work in this company which helps me acquire more knowledge and skills in my profession. Since my purpose is to promote service provision, I interact with different employees. However, what took my attention is how a significant number of workers complained about the CRM software that was implemented to make their work easy. Instead, the system is giving these employees headaches. Notably, one of the managers in the firm is my good friend and he is committed to improving operational efficiency. Upon discussing the issue with him, he suggested that we provide a survey to employees so that we can know whether they face challenges using the CRM software. The survey comprised close-ended questions to facilitate faster data analysis. Workers from different departments were involved in the online survey, which did not require them to provide their names. Upon analyzing the data, it was clear that over 70% of employees were dissatisfied with the software, which they said made it challenging for them to perform their duties. The primary purpose for conducting this needs assessment was to understand why employees experienced problems using the CRM system.
Summary of Findings
The data obtained from the close-ended survey depicted that the majority of employees used the CRM software since it was mandatory, but not because it made their work easier. If the system was optional to use, only a few workers would have been using it willingly. Employees stated that the CRM software was adopted by the firm and only a few hours of orientation was done to introduce them to it. Many of them did not understand how th...