The Art of Selecting a CRM

The Art of Selecting a CRM workshop is designed for support teams that are considering new or updates to support tools. The workshop focuses on practical techniques for successful tool implementations.


  • Overview of support tools: 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 so the workshop can be one or two days long. For more information or to schedule a session, please contact us.

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