I will be facilitating part 3 of a 3 part online educational series sponsored by MS Dynamics World on CRM Planning this Thursday. This non technical program will help business professionals new to CRM understand how to plan and implement successful projects. It will also help seasoned CRM professionals to improve the ROI and User Adoption on their existing projects. In Part Three we will be focusing on the age old problem of User Adoption. To register or if you wold like to view last week’s recording please go to Planning for CRM Success .
Session Outline
Session One – Introduction to Customer Relationship Management
- The 3 Pillars of CRM Success – People, Process and Technology
- Understanding CRM Applications:
- Sales Force Automation
- Marketing Automation
- Customer Service
- Partner Relationship Management
- xRM Applications
- The real ROI of CRM – How to Position the ROI on CRM for
- C Level Executives
- Customer Experience Managers
- Marketing Teams
- Sales Management
- IT Management
- XRM Developers
Session Two – Planning & Designing Your CRM Project
- Overview of Steps to CRM Success
- Planning your CRM project
- Designing your CRM system
- Planning your CRM Technology
- Building a Successful User Adoption Program
- Avoiding CRM project failures and pitfalls
- Assemble your CRM project team
- Creating a successful CRM project plan
- Setting budgets, time requirements, priorities, and project objectives
- Mapping your CRM business processes for
- New Business Development
- Account Management
- Marketing
- Customer Service
- Best practices in customization
- Leveraging pull downs, pick lists and workflows
- Template requirements and design
- Integration with email
- Data management
Session Three – Building a Successful User Adoption Program
- Winning with People & Managing Change
- Best Practices for Training
- Train the Trainer
- Classroom Training
- Web Training
- Coaching
- Recorded Sessions
- Strategies for User Adoption Success
- Creating a Culture of CRM
- Planning for the future