Customer experience management projects can transform a company – from the brand to the bottom line. In this session you’ll learn how to go beyond technology and into changing how your business thinks about customers. Your change management workbook and team exercises will guide you to develop your own change management strategy, learn from other attendees, and bring tips and tools back to your workplace that you can apply immediately.
- Identify the right structure for your CRM leadership team
- Learn why CRM training doesn’t work, and how to adopt a new approach
- The top 5 drives of change management – and how to apply each
- Engaging your leaders in the CRM project
Join Gregory Prudhomme for an overview of how Wells Fargo Treasury Management has implemented CRM while driving the highest level of adoption. Learn best practices for gaining user engagement, integration that drives productivity, secrets for keeping a large customer database clean, and tips for maintaining CRM compliance in the financial services industry. Also gain insights into multiple instances of CRM applications in large organizations, and how deep customizations can be leveraged to improve user productivity and adoption.
On your own, but not alone. Grab lunch along with the rest of the group from the nearby Orbis café. Weather permitting, enjoy your lunch outdoors on the university campus.
Most CRM projects launch successfully, but they fizzle out within a few years. This session is about the “care and feeding” of your customer relationship initiative. You’ll use your free governance planning workbook to capture insights and develop a plan that is right-sized to your organization.
- How to form, and engage, a CRM steering committee
- The dozens of potential roles on a CRM project, and which ones are right for your team
- Managing the risk of a major CRM disruption
- Bad data – why it happens, how to clean it up, and how to prevent it
- Continuous training and improvement
- Key performance indicators – how to engage your whole team in improving the score
As a group, attendees will be asked to share tips, tricks and takeaways from the workshop in this interactive wrap-up session.