I planned and delivered a two-day training on site in Karlstad, designed as an interactive workshop for the company's management team. The aim was to strengthen the participants' understanding of the organisation's CRM system and create a shared picture of how the technology supports the business's ways of working, customer relationships and internal processes.
The training combined an overall understanding of the system with practical discussions about how the CRM platform is used in day-to-day operations. We went through key features, information flows and the connections between different parts of the system. The focus was not only on how the features are used, but also on why the system is built the way it is and how different decisions affect users, data and business processes.
The workshop format made it possible to adapt the content to the participants' questions and experience. Through shared reasoning and concrete examples we could identify areas where understanding needed deepening and discuss how the CRM system could be used more consistently and effectively. The management team thereby gained a better basis for assessing needs, prioritising improvements and taking a more active part in future decisions about the platform's development.
The participants were Norwegian speakers, while the training was conducted in Swedish. That was a deliberate choice that created room for dialogue around terms, phrasing and linguistic nuances in both languages. The participants could ask questions and reason in Norwegian, while the walkthroughs were held in Swedish, which contributed to an open and natural discussion without losing technical precision.
After the two days, the management team had a clearer overall picture of the CRM system's role in the business, how information moves through the solution, and which possibilities and limitations need to be considered in future changes. In that way the training created a shared technical frame of reference and better conditions for dialogue between management, the business and the technical teams.
