Methods for effective CRM training transfer are the most underdeveloped
area of CRM. There is much work to do in the development of meaningful
training delivery methods for CRM. The establishment and codification of
defined CRM skills has been a tremendous recent advancement. With these
defined skills, we can now focus on how best to train and reinforce them.
When you take a giant step back from the evolution of CRM, you see that a
lot of the theories and hypotheses that drove the first decade largely
ignored training transfer. We have all the building blocks in place to do
some meaningful work in this area.
I have always asserted that the science of training has been
underrepresented in the CRM community. If anyone knows of individuals who
are gifted in the art and science of professional training, perhaps you can
invite them to take a look at what we are doing.
Best Regards,
Vince Mancuso