User Adoption

Implementing a Winning CRM Strategy: Planning for CRM Success!

Tuesday, October 10
8:00 AM - 5:00 PM
Location: Cheekwood D - Magnolia Mezzanine Level M

Format: Academy Course
CPE: 8

Join us for a comprehensive workshop on how to implement a winning CRM strategy! Designed as a non-technical session for business professionals, it includes a step by step game plan on how to successfully implement CRM strategies, technologies and processes into your business.

Upon completion of this fast paced workshop, participants will be able to:

• Clearly understand the benefits and importance of CRM in achieving your business goals and strategic initiatives
• More accurately estimate budgets, timelines and tasks for your CRM implementation
• Learn processes and strategies that will help you define and manage customer, prospect and partner touch-points
• Improve the measurement of 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 in your business

Instructor: Rick McCutcheon, CRM MVP, CSP-Certified Sales Professional

Part 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

Part 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

Part Two - Planning & Designing Your CRM Project Cont’d
• 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
Customer Service

• Best practices in customization
Leveraging pull downs, pick lists and workflows
Template requirements and design
Integration with email
Data management

Part Three - Building a Successful User Adoption Program
• Winning with People & Managing Change
• Best Practices for Training
Train the Trainer
Classroom Training
Web Training
Recorded Sessions

• Strategies for User Adoption Success
• Creating a Culture of CRM
• •Planning for the future

Audience-Sales, Marketing & Customer Service Leaders responsible for implementing company-wide CRM solutions.
Business Owners, Presidents, Vice Presidents and Regional Managers responsible for sales force, marketing or customer service management and automation.
IT and Project Management Professionals responsible for CRM


Implementing a Winning CRM Strategy: Planning for CRM Success!

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