• Microsoft Dynamics 365 Customer Engagement Planning Workshops

    "Improving the ROI on your Dynamics 365 CRM Project"

  • About this workshop

    Description: Workshop on Implementing Successful Dynamics 365 Customer Engagement (CRM) Strategies

    Program Outline

    Customer Relationship Management is the business philosophy that lets you know your business ecosystem better, lets you 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. This is a non-technical session designed for business professionals on how to plan and implement successful Dynamics 365 Customer Engagement (Dynamics 365 CE) strategies.

    Program Formats

    This workshop can be delivered as a full-day in-house workshop, an online learning program, or conference breakout session.

    Who Should Attend

    • Dynamics 365 Customer Engagement Professionals and Project Managers
    • Business Leaders responsible for implementing company-wide Dynamics 365 CE Programs
    • Managers responsible for sales, marketing or customer service
    • IT Professionals looking to support Dynamics 365 CE Programs

    Program Outcomes

    On completion of this fast-paced workshop, learners will be able to:

    • Clearly understanding what the benefits and importance of Dynamics 365 CE is to your strategic business initiatives
    • More accurately estimate the budgets, timelines and tasks for Dynamics 365 CE 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 Dynamics 365 CE initiatives

    Program Details

    Part One - Introduction to Customer Relationship Management

    • The 3 Pillars of Success - People, Process and Technology
    • Understanding Dynamics 365 CE Applications:
      • Sales Force Automation
      • Marketing Automation
      • Customer Service
      • Partner Relationship Management
      • Project Service
      • Portals
      • Social Insights & Listening
      • PowerApps
    • The real ROI of CRM - Understanding the ROI on CRM for
      • C Level Executives
      • Sales Management
      • Customer Service 
      • Marketing Teams
      • Field Service
      • Professional Services
      • IT Management
    • Setting budgets, time requirements, priorities, and project objectives

    Part Two - Planning Your CRM Project

    Overview of Steps to Success

    • Avoiding project  pitfalls
    • Building your project roadmap & plan
    • Assembling your project team
    • Mapping your business processes
    • Interface design best practices
    • System build best practices
    • Training best practices
    • Building a successful user adoption program
    • Planning for the future
  • About Rick

    CRM Planning

    Dynamics 365 CRM MVP & Certified Sales Professional

    Rick has been involved with the CRM Industry for over 20 years. He currently leads a CRM Coaching Practice specializing in Sales Process Design and Social Selling. Rick holds the prestigious designations of Dynamics CRM MVP and CSP - Certified Sales Professional. He is a much sought-after workshop leader drawing on his personal experience of working directly on hundreds of CRM and Sales Force Automation initiatives. As a professional speaker, he has delivered practical yet innovative messages on CRM and Sales Productivity to thousands of business professionals ranging from the SMB Marketplace to Major International Corporations. Rick frequently speaks at corporate events and at these leading industry conferences, CRMUG Summit, ExtremeCRM and CRM Evolution. For more information please go to Rick’s LinkedIn Profile.

  • "What Customers say about Rick"

    These are real testimonials from real people. You can read more testimonials on LinkedIn .

    Senior Conference Executive

    "Rick is truly a CRM professional in every sense. We have hired Rick on a number of occasions as a speaker and trainer for our clients. He always receives incredible reviews from guests and has great experience and insight in the realm of CRM"

    Director, Information System

    "I trust Rick, not just because he is probably the most knowledgeable person I know when it comes to CRM, but also because I can be sure that his advice is based around best practice and the best interests of my organization"

    Executive Business Coach

    "If you need help with CRM; want your team to understand how to get the most out of it; and care about how your people are treated in the process. Stop looking...and hire Rick"

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