Implement & Build is a one-day seminar designed for practitioners, IT professionals and “customer facing” executives responsible for implementing CRM initiatives.
Whether evaluating technologies, establishing a Master Data Management program, building a segmentation system or creating performance matrix, Implement & Build helps turn plans into profitable realities.
Focused on the practical, “hands on”, knowledge, expertise and tactical skills you need to implement or enhance CRM initiatives, this program empowers project teams with confidence and determination and skills to ensure CRM success.
9:00 – 9:30am Introductions & Overview
- Challenges and hurdles to execution success
- Plan & Design basics and imperatives
- Selecting a CRM team of champions
9:30 – 10:30 am Creating a Customer Centric Enterprise
- Who should be involved & where to start
- How to unite sales, marketing and customer service efforts
- Designing a multi tiered segmentation hierarchy
- Roles & responsibilities that engender customer centricity
- How to architect initiatives, leveraging each to create a greater whole
- Defining and developing customer use cases
10:30 – 10:45 am Morning Refreshments
10:45 – 12:15 pm Building a Customer Information Framework
- How and why data quality kills CRM projects
- How to renovate your customer information
- Turning customer data into a strategic asset
12:15 – 1:00pm Luncheon
1:00 – 3:00 pm Selecting & Evaluating Customer Technologies
- Common mistakes and pitfalls
- What vendors wont tell you – until its too late
- International trends in “in-premise” and cloud based solutions.
- When is SaaS (software as a Service) wrong for your enterprise
- What can be done with your customers social media activities
- How are enterprise portals being used to improve technology delivery
3:00 – 3:15 pm Afternoon Refreshments
3:30 – 4:45pm Measuring your Success and Managing Risk
- What metrics reflect positive customer behaviour
- Using Return on Customer, Net Promoter Score and Lifetime value
- What new metrics does Social CRM demand
- Why are CRM practitioners concerned about governance
- Why do you need more than privacy policy?
4:45 – 5:00 pm Conclusion and Questions
Each delegate receives a comprehensive workbook, morning and afternoon refreshments and business luncheon. Numbers are strictly limited to ten (10) delegates to ensure maximum interaction and learning.
Also available “in-house” for $6,000 plus travel & catering expenses.
Email admin@customerstrategies.com to secure a suitable date.
