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Effective Self-Service Channels for Customers

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Effective Self-Service Channels for Customers

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Questions and Answers

What should be provided for new employees and those who need a refresher?

On-going training

Classroom-type training from a vendor

Introductory training during onboarding

All of the above (correct)

How should the project manager handle employees who are enthusiastic about the new CRM system?

Assign them to train the skeptical employees

Implement strategies to increase their sense of ownership (correct)

Discourage their enthusiasm to avoid overconfidence

Provide no training, as they will figure it out themselves

What is one way to ensure new employees learn how to use the CRM system from the start?

Include an introduction to the CRM system in the onboarding program (correct)

Assign a mentor to guide them through the system

Require them to complete a vendor-provided certification course

Provide on-the-job training during their first week

Which of the following is NOT mentioned in the text as a method for providing CRM training?

Self-paced online training modules Signup and view all the answers

What is a similarity between enthusiastic and skeptical employees regarding the CRM system?

They both need training to increase their sense of ownership Signup and view all the answers

What is the purpose of providing training to employees regarding the CRM system?

All of the above Signup and view all the answers

Which of the following is NOT a responsibility of the project manager mentioned in the text?

Ensuring all employees complete a vendor-provided certification course Signup and view all the answers

Which type of employee is more likely to start using the CRM system right away?

Enthusiastic employees Signup and view all the answers

What is the purpose of including an introduction to the CRM system in the onboarding program for new employees?

All of the above Signup and view all the answers

Who is responsible for conducting CRM training if a trained staff member is assigned?

A staff member trained by the vendor Signup and view all the answers