Presentation by Lawrence Reid, PMP, CBAP, CSM (Bedford, Texas)

Managing Customer Relationship Management (CRM) Selection & Implementation Projects

Summary Description of Presentation:

CRM solutions are complex and impact many departments throughout the organization and beyond. The tools and techniques used to manage these complex implementations and integrations are also continuing to evolve. Traditional waterfall and agile methodologies both have their place in the CRM lifecycle.

The era of CRM began as a progression from just sales automation to encompass a more holistic view of the customer. In the early years, CRM was considered a novelty or luxury. Today, CRM systems are as crucial to running a business as the company’s accounting system. In fact, they are tightly integrated to manage the products or services for sales, pricing, inventory, and customer credit. Customer support is no longer an afterthought either. Now, it is also built directly into the CRM as a part of the customer life cycle.

In the future, the influence of social media will shape how companies use CRM systems. A.I. as augmented information or artificial intelligence will continue to evolve and impact CRM implementations and the way we manage them.

Learning Objectives:

• Understand what a CRM is and why is it critical to organizational success
• Learn how to identify CRM stakeholders
• Understand the roles of the major stakeholders
• Learn how to manage collaboration across stakeholder groups
• Understand which metrics to use to measure success
• Learn how to apply mastery of these skills to other types of projects