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How to Implement CRM
 

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Course Details

Marketing Planning
Product Management 1
Product Management 2
Strategic Analysis
Strategy Development
Valuing Marketing
Influencing the Business
Marketing Communications 1
Marketing Communications 2
Marketing Communications 3
Managing Marketing Assets
Build a CRM Business Case
CRM Planning & Selection
How to Implement CRM

 

How to Implement CRM Successfully

This is a 2-day in-company course designed to provide you with the tools needed to realize a successful CRM project from initial project management through project roll-out and on to continuing evolution of the system.

Learn how to:

  • Develop a CRM project framework
  • Manage internal teams
  • Manage the vendor and other implementation partners
  • Manage data migration and systems integration
  • Manage systems design and testing
  • Prepare and deliver user training
  • Assess and manage project risk
  • Manage post “go live” including Business Quality Assurance, Ongoing Support, System Review and Development

Who Should Attend:

IT professionals and business managers involved in making CRM happen such as:

  • Sales, Marketing and Service Managers
  • CRM Project Managers
  • Business Analysts
  • Data managers and administrators

Typical Course Outline

  • Successful Project and Cost Management
    • Identify and quantify the unique key cost components of a CRM project in terms of Software, Hardware and Vendor and Client Side Services
    • Define the steps in a CRM implementation such as Process Design, Functional and Technical Specification, Product Configuration, Training and Data Migration and Integration
       
  • Managing Vendors, Teams and Users
    • Identify and quantify the unique key cost components of a CRM project in terms of Software, Hardware and Vendor and Client Side Services
    • Understand the vendor’s agenda
    • Assess resources and identify skills requirements
    • Set team structures
    • Define communications parameters
    • Involve users appropriately
       
  • Turning the business requirement into a System Design
    • Mapping processes to system & ensuring the required work flow
    • Security
    • Remote sales force data requirements
    • Integration: Back office and customer facing channels
    • Legacy CRM systems
       
  • Real life Methods for Systems Testing
    • Developing testing programs based on business processes and scenarios
    • Managing the Testing Program
    • Managing the team (Users, Project Team, Vendor) through the testing process
    • Managing the rework cycle to meet the expectations of a CRM implementation
       
  • Designing Effective Training Courses based on Customer Processes
    • Using the Business Processes and Scenarios
    • Identifying training groups & numbers,
    • Scooping the courses
    • Setting the content - Example agendas
    • Course development
    • Dealing with CRM User issues
       
  • Managing The Systems Evolution
    • Controlling post rollout slump!
    • Maintaining key project points & ROI:
    • User refresher training/workshops/User Group
    • Controlling and implementing user feedback and ideas
    • Implementing new strategic and tactical directives from management
    • Keeping the vendor involved
    • Formalizing the roles and responsibilities for the implementation at all levels

If you would like to adapt this course for delivery in your own organisation or develop a customised training programme with Downes Strategic Marketing, contact us by email or phone  - +44 (0) 118 9813224.

 
Training

DSM provides a range of in-company training courses as well as competency and training needs assessment services. Tailored training programmes are usually built from a menu of standard options and customised material. In-company courses can be cost effective for groups of 6 or more delegates, depending on the amount of customisation required. The info box on the left of this screen gives a list of sample courses.

Click here to see what our customers say about us.

For more information contact us by email or phone  - +44 (0) 118 9813224.


Consultancy Services

Consultancy projects are tailored to meet the requirements of each situation and client. The list on the left gives an idea of our capabilities. The services we offer include:

  • Sales & marketing audits

  • Sales & marketing process assessment & redesign

  • Marketing planning

  • Marketing strategy assessment & design

  • Marketing competency assessment

  • Training needs analysis

  • Coaching & mentoring

Click here for further examples of consulting projects and here to see what our customers say about us.

For more information contact us by email or phone  - +44 (0) 118 9813224.

 

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