Selecting and Implementing CRM Tools (CTGE 442W, CEUs: 0.7)

NOTE: Fall 2003 was the last semester of the
Enterprise and E-commerce Management Program

Checkout books from Happy About® Have a book, white paper, case study, written for you or a blog, or community of interest created and maintained (Quick2Publish™)   or the Silicon Valley Executive Business Program   Web HappyAbout.info

Selecting and Implementing CRM Tools (CTGE 442W, CEUs: 0.7)

Customer-Relationship Management (CRM) tools are meant to help manage customer interactions including sales, marketing, and support. This course focuses on the selection and implementation process of CRM tools, giving practical advice on how to proceed as well as doing a review of the field with pros and cons.

We start with a checklist to conduct your own audit of your existing CRM tool. Then we give you practical techniques to select and purchase new CRM tools, including tough questions to ask vendors and negotiation tactics to get the best possible deal. Since many CRM projects fail during implementation, we spell out the components of winning implementations, including day-to-day management techniques that keep the project on track. The course also includes a review of current CRM offerings with strengths and weaknesses. Topics include:

• Is CRM a tool, a process or both?
  
• Do I need a new CRM tool?
  
• Overview of CRM selection and implementation
  
• The CRM implementation team
  
• Creating a requirement definition
  
• Shopping for CRM systems
  
• Negotiating the deal
  
• Selecting a CRM implementer
  
• Managing a CRM implementation
  
• Measuring success
  

Objectives: After attending "Selecting and Implementing CRM Tools", you will be able to:

• Audit the performance of your current CRM tool
  
• Appreciate the relative roles of process, technology, and implementation in the success of CRM
  
• Describe appropriate phases and sequencing for CRM selection and implementation
  
• Select an effective team for a CRM selection or implementation project
  
• Select a CRM system that fits by leveraging supplied checklists and strategies
  
• Select a good implementation partner by following our selection strategy
  
• Manage a CRM implementation project to a successful conclusion
  
• Measure success during and after implementation
  

Prerequisites: In order to get the most benefits from the course, students should have the following background:

• At least two years' experience in a customer contact area, preferably in a process or management position
  
• Familiarity with and interest in automating processes and tools