I will be facilitating a 3 part online learning workshop on “Planning for CRM Success” hosted by my friends at MSDynamicsworld.com on December 2nd, 3rd and 4th at Noon Eastern Time. Below are the details – to register please go to Sign Up for Workshop
Event Details
This is a non-technical session designed for business professionals on how to plan and implement CRM strategies. It is based on the integration of the best practices in business processes, people skills development and CRM technology.
WHO SHOULD ATTEND?
- Sales, Marketing, Customer Service and Business Leaders responsible for implementing company-wide CRM solutions
- Business Owners, Vice Presidents and Regional Managers responsible for Sales force, marketing or customer service automation
- CRM Professionals and Project Managers
Course Outcomes:
On completion of this fast paced workshop, learners will be able to:
- Clearly understanding what the benefits and importance of CRM is to your strategic business initiatives.
- More accurately estimate the budgets, timelines and tasks for CRM Implementations.
- Define processes and strategies that will help better define and manage customer, prospect and partner touch-points.
- Better measure customer interactions, sales productivity and opportunity management
- Increase profitability by identifying and eliminating or reassigning non-productive tasks
- Put into action proven techniques to plan, implement and support successful CRM initiatives.
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
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