Foundation Program: Day One.

08:30 Coffee & Check In
09:00 Welcome & Introductions
09:15 Getting Started
Navigating CRM’s Baffling Smorgasbord
Departmental or Enterprise CRM?
How technologists can ruin CRM programs
Adopting 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 right technologies with "Heat Map" matrix
Scope inherent risks in leading CRM technologies
Identify hidden issues vendors don’t always share
Evaluate, Select & Engage implementation partners
Decide which: Agile, Waterfall or Hybrid deployments
14:15 Heat Map Workshop & Review Learnings
14:45 Customer Satisfaction or Committment?
How high customer satisfaction scores can damage profits
Four dangers of traditional satisfaction scores
What has global case studies established
15:30 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
16:00 Close