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Session Abstract: Join this session to hear directly from Tim Thorpe of Black & Veatch as he shares his lessons learned from working with Dynamics CRM at a couple of large organizations. Tim's perspective on implementing and supporting Dynamics CRM at two large organizations may help guide your next project. He will also share his plans for future CRM endeavors from the eyes of a customer. Black & Veatch is an employee-owned, global leader in building Critical Human Infrastructure in Energy, Water, Telecommunications and Government Services. Since 1915, the company has helped clients improve the lives of people in over 100 countries through consulting, engineering and construction projects. - Presented by Tim Thorpe, Director of Digital Content, Global Marketing & Communications, Black & Veatch
Lessons Learned: Organizational Lessons - You need the right team to make CRM successful, Set realistic goals as you implement or expand a CRM solution, Be sure the organization’s sales process is incorporated into the solution; Stakeholder Lessons - An organizational Owner and appropriate resources are a necessity, Know your users, roles and overall business lines, Seek out and find the “real” business liaisons within each key company area, There are stakeholders that may be unknown to you, try to find them; Implementation Lessons - Say NO to things that don’t contribute to successful implementations, Invest the necessary time into reengineering process before implementing, Convert legacy customizations before upgrades, Stay supported by Microsoft & use update rollups with a solid history, Use the latest version of Microsoft Office, Talk about it – have a good communications plan; Data Quality Lessons - Design, implementation and operation need data quality focus, Data quality should be core to CRM process changes, Lack of understanding contributes to poor data quality, Provide as much help as possible so that your users understand the system, Make CRM the source for ERP and financial system related data, Define a consistent process for creating/reviewing company records, Develop and implement audit reports; Measuring Lessons - Is your CRM strategy working? - CEO uses CRM as source of all sales knowledge, CRM becomes “the source” for enterprise data feeding ERP systems, Unsolicited positive feedback on how it is helping win business, Requests to retire legacy applications and move them to existing CRM functionality or build them as xRM applications, Requests for integrations between CRM and downstream applications; Convergence of Marketing & IT - Marketing is increasingly owning more business tools and is hiring people with technical experience, Marketing has become one of the biggest customers of IT & agency services, Marketing is now driving much of the strategy related to sales and business use of technology – to transform organizations, Marketing and IT are collaborating to create IT infrastructure roadmaps, Get to know the marketing organization
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