Session Details
Day: 16/03/2017
Time: 15:30 - 16:30
Room: Vitis 2

Track: Dynamics 365
Level: 100 - Beginner
Audience: Customers
Driving Customer Success: Initial Planning Best Practices

Description: Workshop on Implementing Successful CRM Strategies


Customer Relationship Management is the business philosophy that lets you know your customers better, share information more thoroughly, and interact more completely. In business this can only be achieved through the integration of people, business processes, and the use of CRM technology. This is a non-technical session designed for business professionals. In this fast paced session we will show you a step by step game plan on how to successfully implement CRM strategies, technologies and processes into your business.


  • Business Leaders responsible for implementing company-wide CRM solutions
  • Vice Presidents and Regional Managers responsible for Sales force, marketing or customer service automation
  • IT/CRM Professionals and Project Managers

Course Outcomes:

On completion of this fast paced workshop, learners will be able to:

  • Clearly understanding what the benefits and importance of CRM is to your strategic business initiatives.
  • More accurately estimate the budgets, timelines and tasks for CRM Implementations.
  • Define processes and strategies that will help better define and manage customer, prospect and partner touch-points.
  • Better measure customer interactions, sales productivity and opportunity management
  • Increase profitability by identifying and eliminating or reassigning non-productive tasks
  • Put into action proven techniques to plan, implement and support successful CRM initiatives.


Module One - Introduction to Customer Relationship Management

  • The 3 Pillars of CRM Success - People, Process and Technology
  • Understanding CRM Applications:
    • Sales Force Automation
    • Marketing Automation
    • Customer Service
    • Partner Relationship Management
    • Field Service
    • Project Service
    • Gamification
    • Portals
    • Social Insights & Listening
    • xRM Applications
  • The real ROI of CRM - How to Position the ROI on CRM for
    • C Level Executives
    • Customer Experience Managers
    • Marketing Teams
    • Sales Management
    • IT Management
    • XRM  Developer


Introducing Your Speaker

Rick McCutcheon, Sales Process and CRM Expert, Full Contact Selling

Rick is a Dynamics 365 CRM MVP and expert in Technology Sales, Social Selling and CRM. Rick has been involved with the CRM Industry for over 20 years as a Company Founder, Senior Executive, Reseller, Board Member, Educator and Consultant. Rick is also a much sought after speaker and workshop leader who draws on his 20 years of real world experience working with hundreds of CRM professionals. He has recently delivered his practical yet innovative messages on building long term customer relationships at eXtremeCRM and the Dynamics User Group Communities Summit.