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
Marketing
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
Coaching
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





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Implementing a Winning CRM Strategy: Planning for CRM Success!



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