Schedule: Day one

08:30 Coffee & Check In
09:00 Welcome & Introductions
09:15 Getting Started
Navigating CRM’s Baffling Smorgasbord
Departmental or Enterprise?
How technologists can ruin CRM programs
Understanding CRM’s Nine Critical Building Blocks
10:30 Morning Refreshment Break
10:45 Planning & Budget
Develop a compelling Business Case & Project Plan
Estimate needed resources, skills and schedules
Scope & Budget a realistic program of work
Plan & De-risk your new CRM Program or Upgrade
Selecting & Preparing an Effective Success Team
12:00 Review & Workshop
12:30 Lunch Break
13:15 Understanding Technology Options & Ramifications
Evaluate, Select & Engage technologies by "Heat Map" matrix
Scope potential risks inherent in leading CRM technologies
Identify hidden issues vendors don’t always share
Evaluate, Select & Engage implementation partners
Decide which: agile, waterfall or hybrid deployments
15:00 Afternoon Refreshment Break
15:15 Review & Workshop Learnings
16:00 Preparing for Success
Build organizational buy in & commitment
Fuel enthusiasm for rapid business benefit realization
Effectively manage expectations, communications & training
Negotiate tight licensing and services contracts
Define and establish workable vendor ground rules
17:15 Q&A & Close

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