A fantastic article has been written on the Newsfactor Network that talks about improving a new staff member’s adoption of your CRM system when first joining your company.

A great quote:

“You see these very highly scripted scenarios, but what would help more is for a rep to see a day in the life of a customer,” he says. For instance, a rep could go through a session where the customer looks for information on the Web site, doesn’t find it, and then gets frustrated trying to navigate the automated voice response system.

“By the time they get to the rep, the customer is irritated, and now the rep knows why,”

Have a read of the full article here.