CRM Training Matrix
Managing your CRM configuration and training requires proper planning. To help with this, we’ve created a simple CRM Training Matrix.
Key Takeaways
- Start with the system, not the training
Get the CRM configured around your business goals first — training only works if the system is set up properly. - Keep the initial setup simple
Hide unused features and focus on the essentials to avoid overwhelming users early on. - Use standard features before going bespoke
Only invest in customisation where it genuinely adds value to your processes. - Document everything properly
Build an internal knowledgebase so your CRM knowledge isn’t lost as people move on. - Develop strong internal champions
Train a core group to manage, refine and evolve the system over time. - Tailor training to the user
Keep sessions relevant to roles and skill levels — avoid one-size-fits-all training. - Get the timing right
Train users when the system is ready and contains real data, not too early or too late. - Break training into manageable sessions
Short, focused sessions (around 45 minutes) improve engagement and retention. - Always follow up
Reinforce learning with a follow-up session once users have hands-on experience. - Preparation drives adoption
Clear goals, structured setup and focused training are what lead to long-term CRM success.
Quick Links
Understanding the Matrix
The matrix breaks things down into two core areas:
- The system itself
- The people using it
Each of these then splits into:
- Standard configuration and training
- Advanced configuration and training
Start with the system. Get the build right first, then train users once ready.
Start With the System Setup
Your CRM should be configured around why you bought it in the first place.
For example:
- Stop leads slipping through the net
- Track touchpoints across opportunities
- Improve pipeline visibility
Before anything else, sense-check your setup against these goals. If the build doesn’t support them, the training won’t work.
Configuring Your Out-of-the-Box CRM
Most CRM providers will give you:
- A knowledgebase
- FAQs
- Video tutorials
The challenge isn’t access to information — it’s focusing on what matters to you.
Start with the areas you plan to use, such as:
- Contact management
- Sales pipeline
- Lead conversion
- Support ticketing
Keep It Simple Early On
Modern CRMs are powerful, but that can overwhelm new users.
A better approach:
- Hide unused features (don’t delete them)
- Simplify the interface
- Introduce functionality gradually
You can handle a lot of configuration yourself, including:
- Custom fields
- Field visibility
- Templates
- Picklists
- Permissions
Making It Yours: Bespoke Configuration
Standard features won’t always be enough; do some research on the elements you might need.
Look at:
- Data integrations with internal systems
- Custom reporting
- Bespoke search or workflows
This is where your CRM provider adds value.
They can:
- Translate business needs into system logic
- Recommend the best approach
- Build solutions that fit the core platform
Document Everything
Bespoke work needs to be documented.
People move on — your system knowledge shouldn’t.
Make sure you:
- Build an internal knowledgebase
- Capture processes and logic
- Protect your intellectual property
The People Side of the Matrix
To get full value from CRM, you need two distinct groups:
- System champions (admins and power users)
- Day-to-day users
Championing the Cause
Your CRM champions are central to success.
They:
- Help design the system
- Support implementation
- Manage ongoing improvements
Most importantly, they translate user needs into system configuration.
System Management (Admin Skills)
Your admins will handle:
- Backend configuration
- Reports and dashboards
- User permissions
- Ongoing system tweaks
As users start working in the system, expect continuous refinement.
The goal: ensure teams get real value from CRM.
System Configuration (Joining the Dots)
Admins also need to understand how teams actually use the system.
For example:
- Sales teams working in the pipeline
- Support teams using helpdesk functionality
You’ll need to balance:
- Giving enough information
- Avoiding overload
Practical Training Tips for Admins
Keep training practical and efficient:
- Show shortcuts (e.g. duplicating reports/templates)
- Avoid building everything from scratch
- Break learning into manageable chunks
These basics make a big difference and help build internal self-sufficiency.
Training Your End Users
Once your system is configured and your champions are ready, it’s time to train your users and avoid common mistakes.
Focus on three key areas:
1. Relevance
Training must match the user’s role.
- Don’t show irrelevant features
- Tailor sessions by job function
- Avoid “one size fits all” sessions
You also need user buy-in.
People resist change — explain clearly why the CRM matters to them.
2. Skill Level
Not all users are equal.
Consider:
- New vs experienced CRM users
- Technical vs non-technical roles
If needed:
- Split sessions by ability
- Keep beginners focused on basics
- Stretch more advanced users
Too easy = disengagement
Too hard = overwhelm
3. Timing
Timing matters more than most people think.
Avoid:
- Training before the system is ready
- Training without real data
- Training months before rollout
Otherwise, you’ll end up repeating sessions.
Keep Sessions Short and Focused
Best practice:
- ~45 minute sessions
- Clear objectives per session
- Delivered via screenshare where possible
Always Do a Follow-Up
Run a follow-up session a few weeks later to:
- Reinforce learning
- Answer real-world questions
- Fix issues early
Users will have had time to:
- Use the system
- Identify gaps
- Prepare meaningful questions
Things to remember
Across all four areas of the CRM Training Matrix, one thing stands out:
Preparation is everything.
- Know what you want to achieve
- Align your system to those goals
- Train the right people, at the right time, in the right way
Do that well, and your CRM stands a far better chance of long-term success.
