Leadership & Professional Development

D365CE/CRM

Secondary Track: User Adoption 

LPD09 - Creating a D365 Customer Engagement Annual Plan

D365UG/CRMUG Presenter(s)

• 

  Tricia Desso-Cox, MM, Six Sigma Green Belt, Microsoft Surestep

  Managing Director
  C5 Insight

Learn now to create a plan for a new or existing CRM project to engage your leaders and guide your project to long-term success.

It’s a fact – 47% of CRM projects fail 2 or more times before organizations get it right. One of the most critical reasons: not understanding the unique planning process. This session will dive into what should be included in your CRM roadmap, how to build it, getting the team engaged, building your business case, measuring the ROI, benchmarking user satisfaction, and constantly improving.

You'll take away a framework for planning to launch or improve your CRM project, and a process for keeping up the momentum.

Learning Objectives:

• Clearly understanding the value of a CRM project and articulate it to management
• Discover strategies for engaging your users and leadership in the planning process
• Understand why supporting your CRM project can sometimes conflict with your project plan - and how to do both at once