Planning for CRM Success Workshop

Customer Relationship Management is the business philosophy that lets you know your customers better, share information more thoroughly, and interact more completely. In business this can only be achieved through the integration of people, business processes, and the use of CRM and related technologies. These are non-technical sessions designed for business professionals on how to plan and implement successful CRM strategies.

This workshop can be delivered as a conference keynote or breakout session or in a full-day workshop format. It can also be offered as an online online learning program.

• Business Leaders responsible for implementing company wide CRM solutions
• Managers responsible for sales, marketing or customer service automation
• IT/CRM Professionals and Project Managers

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

Module 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
  • Field Service
  • Project Service
  • Gamification
  • Portals
  • Social Insights & Listening
  • 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
  • xRMDevelopers

Module 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
• Mapping your CRM business processes
• Creating a successful CRM roadmap and project plan
• Setting budgets, time requirements, priorities, and project objectives

Module 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 module
• Creating the culture of CRM
• Planning for the future