I will be facilitating an online educational webinar sponsored by JibeCRM on Planning for CRM Success. This session will happen on Tuesday, April 5th. this is a non technical sessions that will help business professionals new to CRM better understand how to plan and implement successful projects. It will also help seasoned CRM professionals to improve the ROI and User Adoption on their existing projects. To register please go to Planning for CRM Success .
Session Outline
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
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
- Creating a successful CRM project plan
- Setting budgets, time requirements, priorities, and project objectives
- Mapping your CRM business processes
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