Train Your Workforce to Deliver CRM

Joe Wynne is a versatile Project Manager experienced in delivering medium-scope projects in large organizations that improve workforce performance and business processes. He has a proven track record of delivering effective, technology-savvy solutions in a variety of industries and a unique combination of strengths in both process management and workforce management.

  CRM   Stakeholder Management  

For customer relationship management projects, your IT workforce must be trained to think differently. Workers have to be ready to think unify. Unify in terms of ability to design and develop based on the customer. Unify in terms of broad integration.

Right now, your workers may have one of two common outlooks that are not conducive to delivering optimal CRM solutions:

• They may have a product focus. Through this lens, they architect and design to promote the brand. For monitoring, they check how the brand is rating in customer surveys and check product-based financial metrics. Business justification is based on profitability of the product. Technology is used to minimize costs of managing the product.
• They may have a company focus. Through this lens, they architect and design for maximum corporate efficiency and productivity as measured in financial results. Monitoring is developed to capture corporate measures, even public opinion of the company. Technology is used to increase efficiency as seen in financial metrics.

But the success in CRM projects means that workers must have a new outlook: Customer focus. This outlook leads to architecture and design that support…

• listening to the customer and gathering analytics on product promoters
• identifying and satisfying the high-value customer
• balancing financial metrics with …

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