CRM Success Workshop

April 25-26, 2017 – Charlotte, NC


Attend the CRM Workshop and Learn to:

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


Featured Guest Case Studies

Learn from the CRM successes and struggles of leading CRM practitioners including:

  • Wells Fargo – Dynamics CRM
  • TUI Travel –

CRM Case Study - Wells FargoTravel Industry Salesforce Case Study

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 content on how to get your team to actually use CRM to generate (and measure) ROI.

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

  • Develop a visionary 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 plan 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 tools


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.

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.

Welcome and Speed Networking – Get to Know Your Fellow Workshop Attendees
Apr 25 @ 8:30 am – 9:00 am

In this fast-paced interactive session get to know your fellow peers, their biggest Intranet and SharePoint challenges, and a few fun facts.

Keynote: Creating a Customer-Centric Organization
Apr 25 @ 9:00 am – 9:45 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
Creating a CRM Roadmap that Leads to Adoption
Apr 25 @ 10:00 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.

Case Study: TUI Travel – Lessons Learned from 3 Projects
Apr 25 @ 11:30 am – 12:30 pm

Join Joy Khambhaita to travel the CRM road with TUI Travel.  Operating in 180 countries and boasting 30 million customers, TUI is the largest travel services company in the world.  Attendees will learn from the successes and struggles that TUI experienced when implementing for three brands – and their plans for rolling out to additional brands across their footprint.  Take away practical lessons on: vendor selection, project planning, user training, leadership engagement, and systems integration.

Joy Khambhaita is the IT & Digital Director for North American Specialist at TUI Travel PLC.
Lunch: On Your Own but not Alone
Apr 25 @ 12:30 pm – 1:30 pm

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.

Lead the Leaders
Apr 25 @ 1:30 pm – 2:30 pm

Customer relationship management solutions play a pivotal role in transforming organizations in to more people-centric workplaces that deliver great customer experiences.  But to be successful, leaders within the organization must view CRM as a leadership tool and not just a user productivity tool.  Gaining leadership engagement can be tricky.  This session will focus on discussing practical methods for engaging your leadership team – and keeping them engage – to drive lasting change into your organization.

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!

CRM Benchmarking for Continuous Improvement
Apr 26 @ 8:30 am – 9:30 am

Jump-start your morning with an interactive session to learn how to benchmark your CRM project and capture best practice ideas from your peers.

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.

Managing Change – Develop a CRM Adoption Strategy
Apr 26 @ 9:45 am – 11:30 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
Case Study: Wells Fargo – Success with Dynamics CRM
Apr 26 @ 11:30 am – 12:30 pm

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.

Gregory Prudhomme is Treasury Management Product Management Manager at Wells Fargo.
Lunch: On Your Own but not Alone
Apr 26 @ 12:30 pm – 1:30 pm

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.

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
Closing and Workshop Takeaways
Apr 26 @ 3:45 pm – 4:15 pm

As a group, attendees will be asked to share tips, tricks and takeaways from the workshop in this interactive wrap-up session.

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.

Gregory Prudhomme

Gregory Prudhomme

Wells Fargo

Joy Khambhaita

Joy Khambhaita

TUI Travel

Geoff Ables

Geoff Ables

Tricia Desso-Cox

Tricia Desso-Cox

Paige Cassada

Paige Cassada

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.

TUI Travel and Salesforce.comWells Fargo and Dynamics CRM


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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