CRM Success Workshop

Attend the CRM Workshop and Learn to:

  • Write a CRM Roadmap
  • Design a Sales Process
  • Engage Your Leadership Team
  • Drive Up User Adoption

April 25-26, 2017
Charlotte, NC

Is Your CRM Producing a Measurable ROI?


Organizations that engage customers and employees experience a 240% boost in business outcomes.

$5.60 - $8.71

The average payback on every dollar spent on CRM projects is $5.60-$8.71.


Companies with a sales process are 30% more profitable than companies without a sales process.


Considering a CRM solution, or struggling to get the most out of an existing CRM solution.  Join your peers for the can’t miss 2 day event for customer relationship management owners, sales/marketing/service leaders, administrators, and project managers. Regardless of which CRM solution you’re using, the workshop delivers can’t – miss content on how to get your team to actually use CRM and generate an ROI.


Day 1 (April 25): CRM Planning and Sales Process 

  • Develop a visonary CRM plan
  • Engage your leaders and project team
  • Get your project started off right (or back on track) with a roadmap
  • Benchmark your CRM project to celebrate success and continually improve
  • Develop a sales process that your team will buy into

Day 2 (April 26): Sustain CRM Success

  • Design a change management to drive better adoption
  • Learn from peer case studies
  • Discover how to strengthen the sales and marketing connection
  • Deliver a governance strategy to keep data clean and keep usage high
  • Leave with a set of brainstorms, workbooks and team engagement ools


Tuesday, April 25, 2017 at 8:00 am –
Wednesday, April 26, 2017 at 5:00 pm


University of North Carolina at Charlotte
PORTAL Building
9319 Robert D. Snyder Rd.
Seminar Room – 2nd Floor
Charlotte, NC 28223

Does Your CRM Project Need Some CPR?


30%-60% of CRM projects fail


47% of CRM projects fail more than twice.

Attend if You Are:

  • Considering a new CRM project
  • Upgrading sales processes or migrating them into your CRM
  • Evaluating a CRM solution, but unsure of where to start
  • Struggling with CRM and looking for a way to get it back on track
  • Seeking ways to improve your existing CRM processes and solution
Who should attend the intranet planning workshop?

Inventive conference.  I wish our sales and marketing director had attended to catch this vision of better employee and customer engagement.

What a unique combination of seminar, workshop, training and networking. I have a notebook full of things to get done right away, and things to think about for the long-term!

The methodolgies I learned in these sessions will be a huge leap forward for our CRM project - but they will also be valuable in improving communications and creating change across all areas of our organization.


At last - a workshop with deep-dives and how-to sessions on leading, planning and managing a CRM project so that it will deliver value and get adopted.  This was a home run - a great investment!

Join us for 2 days of workshops on planning and training for CRM project success!

Register Today!

Standard Price

Tickets available until April 25.
Buy Now


Day 1 – CRM Leadership, Planning and Sales Process

This day of planning and process design sessions is for any organization that is using any CRM solution.

Keynote: Creating a Customer-Centric Organization
Apr 25 @ 8:00 am – 9:00 am

Grab your coffee and grab a free copy of, “The LUCK Principle,” while author Geoff Ables discusses how to create a customer-centric orgnaization!

Being customer-centric is far from being a new concept, but the techniques and digital workplace tools that can make it a reality have advanced significantly in recent years.   In this session, author Geoff Ables will share case studies of what a customer-centric organization looks like, how your data, processes, people, and culture have to align, and organizational disciplines that result in the best customer experiences.  It is targeted towards individuals who want to go beyond technology solutions, and want to drive change – even transformation – in their businesses.  Leaders in operations, sales, marketing, technology, HR, and service will find this to be an engaging session.

Session takeaways:

  • Understand the 5 common-sense, but not commonly practiced, rules for customer engagement
  • Learn the differences between standard business processes and relationship business processes
  • Successfully engage leaders in relationship-building projects while avoiding common leadership pitfalls
  • Know why companies are failing at failure, and how to learn more from failures
Registration and Coffee
Apr 25 @ 8:00 am – 8:30 am

Gear up, grab a cup of coffee and get introduced to the others you’ll be working with for the next two days.

Creating a CRM Roadmap that Leads to Adoption
Apr 25 @ 9:30 am – 11:30 am

It’s a fact – 47% of CRM projects fail 2 or more times before organizations get it right. One of the most critical reasons: not understanding the unique planning process. This session will dive into what should be included in your CRM roadmap, how to build it, and what to consider leaving out.

• Participate in group exercises that you can bring back to your team
• Learn what your CRM vendor isn’t telling you
• Discover the 7 habits of CRM success
• Engage a CRM leadership team
• Get a CRM roadmap workbook for free

“I only wish we had more time to dive deeper into this important concept.”

Note that in response to the above comment, we have split this session out into three sessions.  The Roadmap, Governance and Change Management sessions.

Lunch: CRM Benchmarking for Continuous Improvement
Apr 25 @ 11:30 am – 1:30 pm

Grab lunch from the nearby Orbis café and rejoin the group in a collaborative exercise to rate your CRM.

A successful customer relationship management solution is at the heart of delivering great customer experiences. But over half of CRM projects are still failing – and most organizations have little idea why.

In this session, you will walk through a process for rating CRM projects, rate your organization across 5 categories, and network with others to find out what is working for them. At the end of the session, you will have a benchmarking guide that you can use to continually monitor and improve the people, processes and technologies associated with customer engagement in your organization.  We will also use the time to have the attendees that score the highest in each of the 5 areas share their best practices with the rest of the attendees.

Case Study: TBD
Apr 25 @ 1:30 pm – 2:30 pm

Learn CRM planning best practices from an industry peer.  Speaker and session abstract will be announced soon.

Successful CRM Process Design
Apr 25 @ 2:45 pm – 5:00 pm

Want a clearer picture of your sales pipeline? Want to know where to invest in order to improve sales results? Looking for methods to streamline your service and marketing processes?

Having processes is critical for CRM success. But few companies understand the unique characteristics of customer-centric processes. In this session, we will work through designing a sales process (though the principles can be applied to any CRM process). At the end of the session, you will have a ready-to-implement process that includes sales stages, steps and an approach for monitoring and improving the process. Attendees will get a workbook to use in the session, a business process template focused on sales, and electronic versions that can be used for designing other CRM related processes.

All attendees will receive a free sales process design workbook that will be chock full of notes and ideas by the time you are done.

“I’m so excited to use the tools we learned in this session with our internal group to understand their needs better.”

Dinner Together
Apr 25 @ 6:30 pm – 8:00 pm

Our sponsor will be taking all attendees out to dinner at a nearby highly rated restaurant this evening.

Day 2 – Microsoft Dynamics CRM Training

This full day session is specifically targeted to Microsoft Dynamics CRM users, power users, and administrators.

Coffee and Networking
Apr 26 @ 8:00 am – 8:30 am

Get your motors running!  Join us back at the UNCC campus, grab a cup ‘o joe and dive into day two!

Managing Change – Develop a CRM Adoption Strategy
Apr 26 @ 8:30 am – 10:30 am

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
Lunch: Your Personal CRM Plan
Apr 26 @ 11:30 am – 1:30 pm

On your own, but not alone. Grab lunch from the nearby Orbis café and rejoin the group.

At its core, CRM is about human relationships.  As practitioners of CRM, we need to apply these principles to our own lives.  This session will focus on developing personal leadership and relationship capabilities that will enhance how you engage with your team.

CRM Governance: Keeping Data Clean and Users Engaged
Apr 26 @ 1:30 pm – 3:30 pm

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.

Key takeaways:

  • 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
The Marketing Connection
Apr 26 @ 3:45 pm – 4:45 pm

Sales and Marketing teams often find themselves at odds.  In many cases, either one team or the other isn’t using CRM or, if they are, their processes often create conflicts rather than collaboration.  But industry studies show that when these two teams work together to create a better customer experience, the results – both in terms of profit and satisfaction – can be significant.

In this session we will take a look at the role of branding, marketing and marketing automation, and how that fits into a successful CRM project.  You’ll walk away with a practical understanding of how to engage with your marketing team, and an appeciation for the role they have in driving value into your CRM investment.

Network with peers and learn best practices. Discover practical tips to engage customers, drive collaboration and learn how to measure results. See and hear examples and case studies from leading organizations.

Paige Cassada

Paige Cassada

Geoff Ables

Geoff Ables

Tricia Desso-Cox

Tricia Desso-Cox

Learn from Your Peers

Learn from teaming activities designed to get you engaged with peers, and learn from their experiences.  Hear case studies presented by peers across multiple different roles and industries.

Purchase Event Tickets to CRM Adoption Success 2-Day Workshop

Event Sponsor

Intranet Workshop Sponsor

Create contagiously collaborative employees that deliver great customer experiences.

Where to stay when in town for the CRM Leadership and Planning Workshop

Where to Stay

Hilton Charlotte University Place is about a half mile from our parking deck (about a 15 minute walk, or a very short drive).

8629 JM Keynes Drive
Charlotte, NC  28262

Click here to visit the hotel website and book a room.



Nearby Attractions

If you're looking for things to do while in town, remember that

Charlotte's got Charlotte!

There are dining options, including waterfront dining, within walking distance of the hotel.  A few shopping options are within walking distance, and 3 modern malls are short drive away.  Uptown Charlotte, a short Uber ride away, offers a vibrant nightlife scene.

Click here if you'd like to learn about arts, culture, outdoor, NASCAR and other nearby attractions.





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