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Five Critical Lessons
I Learned Being a CRM User
Kevin Patterson
Senior Account Executive
The Era of Big Data
Everyday we create 2.5
Quintillion Bytes of data.
This would fill 10 million
blue-ray discs. The height
of which stacked, would
measure the height of 4
Eiffel Towers on top of one
another.
Lesson One
How many different data sources does
your organization draw from?
Lesson One Takeaways
Your team needs to think collectively
about your patrons.
• Patron interactions – What are they
telling you?
• How can you use those patron
interactions to maximize the patron
relationship?
• What role are these interactions
playing to achieve your goals?
Lesson Two
How are your people, processes and
technology driving your organization?
Lesson Two Takeaways
People
• Each team member needs to clearly
understand their role.
Process
• Write down processes that are goal
focused and replicable.
Technology
• Leverage your technology to
maximize efficiency and
accountability.
The Cubs Way: The Zen of
Building the Best Team in Baseball
By Tom Verducci
Lesson Three
How has a CRM enable your organization
to learn about your patrons?
Lesson Three Takeaways
• How does your mission engage your
community?
• Who is your engaged customer?
• What value does the customer
derive from engaging with you?
• What are the processes used to
engage your customer?
• How do you measure successful
engagement?
Lesson Four
How has a CRM enabled your team, your
board of directors and yourself to be more
accountable and responsible?
Lesson Four Takeaways
Development
Executive Marketing
Board
The Patron Connectivity Loop
Every person in the organization is focused on serving the Patron.
Lesson Five
How has a CRM allowed you to think more
critically and strategically about your
organization?
Lesson Five Takeaways
• Team Enabler – Access to information enables leaders
to coach better
• Thought Processes – Strategies that move from
survival to growth
• Board Relationships – Reframed conversations
• New Atmosphere – Mutual responsibility and
accountability
Kevin Patterson
Senior Account Executive
Kevin@PatronManager.com
Thank you!

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Five Critical Lessons I Learned Being a CRM User

  • 1. Five Critical Lessons I Learned Being a CRM User Kevin Patterson Senior Account Executive
  • 2. The Era of Big Data Everyday we create 2.5 Quintillion Bytes of data. This would fill 10 million blue-ray discs. The height of which stacked, would measure the height of 4 Eiffel Towers on top of one another.
  • 3. Lesson One How many different data sources does your organization draw from?
  • 4. Lesson One Takeaways Your team needs to think collectively about your patrons. • Patron interactions – What are they telling you? • How can you use those patron interactions to maximize the patron relationship? • What role are these interactions playing to achieve your goals?
  • 5. Lesson Two How are your people, processes and technology driving your organization?
  • 6. Lesson Two Takeaways People • Each team member needs to clearly understand their role. Process • Write down processes that are goal focused and replicable. Technology • Leverage your technology to maximize efficiency and accountability. The Cubs Way: The Zen of Building the Best Team in Baseball By Tom Verducci
  • 7. Lesson Three How has a CRM enable your organization to learn about your patrons?
  • 8. Lesson Three Takeaways • How does your mission engage your community? • Who is your engaged customer? • What value does the customer derive from engaging with you? • What are the processes used to engage your customer? • How do you measure successful engagement?
  • 9. Lesson Four How has a CRM enabled your team, your board of directors and yourself to be more accountable and responsible?
  • 10. Lesson Four Takeaways Development Executive Marketing Board The Patron Connectivity Loop Every person in the organization is focused on serving the Patron.
  • 11. Lesson Five How has a CRM allowed you to think more critically and strategically about your organization?
  • 12. Lesson Five Takeaways • Team Enabler – Access to information enables leaders to coach better • Thought Processes – Strategies that move from survival to growth • Board Relationships – Reframed conversations • New Atmosphere – Mutual responsibility and accountability
  • 13. Kevin Patterson Senior Account Executive Kevin@PatronManager.com Thank you!