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.