How do you determine the business value of CRM and perform a benefit scan as part of a value-based management approach? Learn by doing, of course! Use this case study example of Midas, Inc., a fictional enterprise that manufactures and markets investment goods, and play along at home as you work your way through the case study.
Are your customers getting the service they want from your Call Center? Do you need to implement a Customer Relationship Management (CRM) package to improve Call Center service? Use this Microsoft Project plan to assess the fit of a CRM package into your business.
Get your next CRM implementation off on the right track with this extensive project plan.
This Microsoft Project plan will walk you through a full CRM implementation, from selecting the package to setting it up to post-implementation follow-up.
For too long, the IT department has been shouldering the financial burdens of other department projects within organizations. It's time for CIOs to stand up and speak out and reclaim their budgets in 2011.
Ever stop to think what the differences are between ITIL Service Level Management and mainstream Customer Relationship Management functions? Are they complementary to each other? Is CRM contained within SLM, or visa versa? The answers are a click away...
Are you implementing the Siebel Enterprise Application in an organization? This Microsoft Project plan serves as a project guideline for customizing and implementing the Siebel package to address an organization's CRM requirements.
If you're just getting to know Siebel, this is a good place to start. This simple glossary of terms related to Seibel Enterprise Applications will give you a good foundation.
When implementing Siebel, you need to make sure your data conversion goes smoothly. Here is a detailed outline of tips to help you do just that.
This year’s forum defines and explores the leadership acumen to accomplish project success in spite of the turbulence, uncertainty and ambiguity that permeate organizations today.
Whether planning a one-hour presentation, a three-day workshop or a semester-long course, it is important that you match the learning objectives with the most effective approach. Through an understanding of basic instructional models and methods, you can vastly enhance the quality and effectiveness of your training courses, programs and curriculums.
The third annual AtTask Summit featured the launch of a social work management platform, customer case studies and a live podcast.
From Gartner PPM Summit 2006
In this session, Kraft Bell, Gartner Vice President and Distinguished Analyst, discusses the importance of change and process design principles in acheiving success in rapid product development.
Project management is becoming recognized on an international scale. In support of this, there are a number of efforts underway to promote a global view of how we think about, discuss and practice project management. But to what extent is project management a universal language? To what extent can it be? Or are we all simply sowing confusion as we use the same words to mean very different things?
Maybe we should consider our internal customers as just that--customers. That doesn't mean that we stop using ITIL and start entering them into our CRM system, but we should provide them with the same standard of service--and expect the same level of commitment.
Choosing an Agile certification presents a number of complications, including the fact that there are different approaches and frameworks to consider and the fact that most are still evolving and changing. To help get your search started, here is an Excel-based roundup of Agile certifications.
A PM succeeds or fails based on their relationships, but how do you actively manage them? Here we look at three key aspects of CRM for project managers.
From Gartner PPM Summit 2007
Gartner Vice President and Distinguished Analyst Kraft Bell examines nonintuitive inhibitors to product development, foundational principles for product development and change, and practical frameworks and tools for rapid NPD.
The thought of going back to school--taking classes or seeking a certification or additional degree to enhance your credentials--can be scary, but it's a worthwhile endeavor. If you haven’t experienced it yet, take some time to explore the options--and even take a course to see if you have “the right stuff” to begin a program of study.
Three academic research projects will receive funding from Project Management Institute to advance knowledge of the value of project management in various environments and types of organizations.
2010 saw Cloud Computing advance in popularity and in controversy. While the allure of reduced investments in infrastructure grows, so do the issues related to security and control over information. So what does the future of Cloud Computing look like?
A recent global study on the state of business analysis shows organizations are missing key internal competencies that could enhance productivity and profitability. As a result, organizational objectives are often disconnected from those responsible for execution.
Preparing for your PRINCE2 certification exam? Use this study guide to increase your chances at success.
What can you do to make sure your projects fail--and fail in a big way? History and experience have shown this writer that it's an art form unto itself. Here are some ideas to consider to help make your next project a colossal misfire.
Driving from point A to point B might require a map, but driving customers to your business requires much more. Creating and sustaining successful CRM solutions requires commitment from your entire organization and a single, clearly defined implementation roadmap.
From Gartner PPM Summit
Gartner Vice President and Distiguished Analyst Matthew Hotle discusses the basics of PPM from a conceptual level and looks at case studies of PPM techniques in action. Please note: This PDF version does not include presentation notes.
From Gartner PPM Summit
Dan Miklovic, Gartner Managing Vice President, discusses the advantages of Six Sigma as a business improvement methodology.
From Gartner PPM Summit
Gartner Research Director Matt Light discusses 10 case studies of enterprises with established PMOs of three types--Lite, Coach and Strong Manager--and describes the distinct functions of each as well as what they have in common.
From Gartner PPM Summit
In this presentation, Gartner's Research Vice President Dale Hagemeyer discusses how leading manufacturers are leveraging customer insights across the organization to enhance new product development.
This presentation discusses real world practitioner experiences in PMO set-up and supporting technology to enable Agile adoption.
CRM tools are becoming much more common. Can they assist a project manager as well?
The statement of work (SOW) encompasses the goals, scope, deliverables, cost and schedule estimates, stakeholder roles, chain of command and communication guidelines for a project. Learn how to put a quality SOW together by studying its components.
If CRM were as simple as installing software, no one would be talking about it. A successful CRM inititative goes much deeper, to the very heart of your organization. Here's a perspective on what exactly CRM is and how you can get it going.
To enhance performance and get a jump on their competitors, companies no longer need managers, they need leaders. Leadership has become a widely examined topic of academic research, especially within business schools. There is now a substantial body of research and literature on all aspects of leadership: what it is, how it influences the behavior of individuals and groups, and how it achieves its effects. Here we take a look at leadership competencies and project results.
Beyond obtaining more certifications, project managers should take the processes, tools and techniques learned in a certification project and focus on putting them into practice. Training and education is great, but it’s not until you apply the knowledge that you’ll benefit from the hours studying to pass an exam. Here are are just a few ideas on how you can apply your certifications.
We know that there are huge benefits to an established CRM program--as long as the system users are prepared correctly.
In Part 2 of the series, we look at how organizational behaviors in the form of systematic biases can influence project outcomes--and how these biases can be used to examine and describe the root causes of failed projects.
At the beginning of a project, plans are all about approximations. So what aspect of reality is it that creeps into projects and seems to shatter those estimates? Here are seven traps to watch out for...
Project management value is understood and innate. But when we’re faced with actually having to answer this question--especially to someone that hasn’t embraced what project management provides--the answer of what value it delivers can become much more difficult to articulate.
The research analyst's PPM and IT Governance Summit in June will feature new research, new ways to embrace change, a keynote presentation from Tom Peters, and a case study on social media as a PM tool, among other highlights.
Getting all of your contact information into a Siebel application can be long and tedious--or it can take about 20 minutes, if you know what you're doing. This document is specific to Siebel Enterprise Applications a CRM software developed by Siebel Systems. It outlines the steps and procedures to be followed while converting contact data from ACT to Siebel Enterprise Application.
In a drastic departure from a project management approach heavy on control and prediction, Salesforce.com rolled out an in-house Agile development methodology in just three months. From resistance to breakthroughs, here's a look at how they did it, with some lessons that other organizations can apply to their own transformation initiatives.
Unchecked and forgotten, minor difficulties are left alone until they bubble up and become real irritations. Having a systematic process in your customer service and support area--one that allows you to act proactively with clients to correct these issues--can set you apart from competitors and give your own project teams peace of mind.
Online directory created to help organizations search for and connect with consulting forms that best suit their business needs and strategic goals.
Examples of branding’s value can be found in a corporation’s Customer Relationship Management operation through its various channels.
Some things in life are inevitable--unfortuntely, customers are not. You have to build a strategy to get and keep customers, based on who your customers are. Different types of customers require different CRM approaches, but one thing is certain: You can't afford to ignore CRM.
While it has been projected that the outsourcing market for CRM practices will continue to grow throughout the world for the next few years, it has also been found that the desire to employ these resources will be driven more by the need to enhance service offerings and further growth than the need to reduce overhead.
A new study shows that more than a third of projects are at risk and, not surprising, a key factor for recovering troubled projects is the actions of the project managers.
These are the times when, although we may require support ourselves, our customers need nurturing even more.
For workforce members over the age of 50, a set of challenges is making it even harder to keep their careers on track during the tough economy. What’s standing in older workers’ way? Some studies and trends paint an unfortunate picture.
