Selecting and Implementing CRM Systems

Selecting and Implementing

CRM Systems

Are you considering a new support-tracking system? Are you starting to implement one and wonder how to avoid the horror stories we read about? Selecting and Implementing CRM Systems guides you through the entire process to ensures smooth sailing.

The workshop uses small-group techniques and multiple exercises so you take away an array of practical tools for your implementation.

Topics covered include

· an overview of the various commercial tools used in support centers such as phone systems, CRM systems, case-tracking systems, defect-tracking systems, customer portals, knowledge-base systems, workforce management systems, electronic software delivery, and online diagnostics systems

· Auditing support tools: when is it a tool problem and when is it a process problem?

· Tool projects overview

· Creating a successful implementation team

· Creating a requirements list

· Selecting a vendor

· Negotiating for the best deal

· Managing the implementation process

· Selecting metrics

· Salvaging failed tool projects

We customize each delivery to suit your exact needs. This is a perfect workshop to get an entire team started with tool implementation.

For more information or to schedule a session, please contact us.

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