The importance of training Max Effgen, April 30, 2009December 2, 2013 Training done right can truly impact the ROI of a CRM depolyment. Training done wrong can make a CRM deployment die a slow death. When I am asked about training for CRM, “8 by 11” comes to mind. Training turned an under performing CSR into a rock star. Soon he was closing 8 tickets by 11 AM everyday for my client, an enterprise software provider. His metrics put him at the top of the group. His customer survey feedback scores went from zero to hero. Training made that change possible. Think about your CSRs. Do they have everything they need to be an “8 by 11”? CRM CRMenterprisethoughts