Customer Relationship Management is the business philosophy that lets you know your customers better, share information more thoroughly, and interact more completely. In business this can be achieved through the integration of people, business processes, and the use of CRM technology. Join Rick McCutcheon, President, Full Contact Selling for an interactive series of webcasts that will provide you with a step by step game plan for successfully implementing CRM strategies, technologies and processes into your business. These are non-technical webcasts designed for business professionals on how to plan and implement CRM strategies. It is based on the integration of the best practices in business processes, people skills development and CRM technology. Session #1: Thurs Dec 17th & Thurs. Jan 14th Introduction to Customer Relationship Management • The 3 Pillars of CRM Success - People, Process and Technology • The real ROI of CRM - understanding the benefits • Overview of Steps to CRM Success Session #2: Thurs. Jan 28th Planning & Designing Your CRM Project • Avoiding project failures and pitfalls • Assemble your CRM project team • Creating a successful CRM project plan and roadmap • Defining your customer life cycle and touch points • Mapping your processes • CRM user interface design simplified Session #3:Thurs. Feb 11th Planning Your CRM Technology • Deployment options for software, on-premise vs. hosted deployment, hardware and mobility • Overview of CRM Add-on Applications • Best practices in customization Session #4: Thurs. Feb 25th Building a Successful User Adoption Program • Creating user adoption across sales, marketing and customer service teams • Building an effective training program for end users and administrators • CRM for Managers • Creating a long term support network • Planning for the future