Customer Relationship Management Program Facilitator

Rick McCutcheon


Rick is one of North Americas Leading Authorities on Sales Productivity and Customer Relationship Management. He is the creator of the Full Contact Selling System. Rick has been involved with the CRM Industry since 1990 as a Company Founder, Senior Executive, Reseller, Board Member, Educator, Consultant and Professional Speaker. Rick draws on his 17 years of real world experience having personally sold millions of dollars worth of technology solutions to customers ranging from the SMB Marketplace to Major International Corporations. His stories are "real-world"; his style is "uniquely appealing." and "tremendously credible"


Sponsored By


Microsoft Dynamics CRM


Canadian Professional Sales Association






Introduction to CRM

Introduction to CRM part 2

Introduction to CRM part 2

Introduction to CRM part 2

Planning for CRM User Adoption Success

This is a non-technical CRM Planning Workshop focusing on User Adoption Success. It is based on the Full Contact Selling Methodology for integrating business processes, people skills and CRM Technology.

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. These 1 hour webinars show you a step by step game plan on how to successfully implement user friendly CRM strategies that will improve the way you sell. This learning experience includes CRM process maps and many real world examples of technology best practices.

Join Rick McCutcheon for an interactive series of webcasts that will provide you with a step by step game plan for successfully implementing CRM strategies, technologies and processes into your business. These are non-technical webcasts designed for business professionals on how to plan and implement CRM strategies. It is based on the integration of the best practices in business processes, people skills development and CRM technology.

Workshop Agenda


These fast paced webinars will focus on real world examples of how you can improve the ROI on your CRM Technology investments. Below is an overview of the program.

Session #1: Introduction to Customer Relationship Management
  • The 3 Pillars of CRM Success - People, Process and Technology
  • The real ROI of CRM - understanding the benefits
  • Overview of Steps to CRM Success
Session #2: Planning & Designing Your CRM Project
  • Avoiding project failures and pitfalls
  • Assemble your CRM project team
  • Creating a successful CRM project plan and roadmap
  • Defining your customer life cycle and touch points
  • Mapping your processes
  • CRM user interface design simplified
Session #3: Planning Your CRM Technology
  • Deployment options for software, on-premise vs. hosted deployment, hardware and mobility
  • Overview of CRM Add-on Applications
  • Best practices in customization
Session #4: Building a Successful User Adoption Program
  • Creating user adoption across sales, marketing and customer service teams
  • Building an effective training program for end users and administrators
  • CRM for Managers
  • Creating a long term support network
  • Planning for the future