How Customer Relationship Management (CRM) and Knowledge Management (KM) can be used effectively to develop customer relationships that last a lifetime. When, purportedly, at least 50 percent of all CRM projects failed - organizations are refocusing, vendors are retrenching, and the CRM market is being reinvented.

This session covers the do’s and don‘ts of CRM and how incorporating KM will show how you will be able to:
• Improve/deepen/maintain customer loyalty; when customer loyalty goes up, profits do too!
• "Know Thy Customer Better". Why you must!
• Learn Customer Desires--and how to meaningfully respond.
• Understand the importance of "capturing the customer experience"

See a brief overview of the roles of:
• Product Lifecycle Management (PLM), Predictive Analytics
• Partner Relationship Management (PRM), Other Relationship processes

 Many organizations do not feel that they can adequately assess the current state of the Knowledge Chain Management ™ process in their organization. As a result they are not confident that the Knowledge Chain within their organization contributes to or impedes organizational performance.

This seminar/workshop presents a structured approach that allows for effective assessment of the current state of the Knowledge Chain Management ™ Process in your organization and to identify/develop ways to make sure that it does contribute to the overall performance of the Organization.

What is a Knowledge Chain™ ?
The informatin sharing processes, from the creation to the ultimate use and re-use of knowledge, linking the individuals, the functions, the disciplines, the company(ies) and the organization(s) both internal and external to the company.

The informatin sharing functions, inside and outside a company that add value to, and enable the effective use of knowledge to:
• provide products and/or services to customers;
• obtain products and/or services from vendors;
• increase stakeholders’ value.

Companies more than, ever are looking for ways to improve their performance and bottom line. Many have invested significant dollars in Information Technology and Systems. This session will cover the reasons why they may be disappointed, how it can be assessed and what actions can be taken to improve company performance and the bottom line.

Companies are clamoring for relevant information and intelligence, decision support and strategic analysis & technologies that help them become more competitive, not just more efficient.

A general overview of the role of IT in today’s organizations including:
• How IT is viewed, A strategic resource?, Means to improve effectiveness?
• Areas where Business feels constrained by lack of Appropriate Technology Solutions.
• Top Financial Management IT Issues - Key Technology Issues
• Perceived Technology Shortcomings
• Information Systems Strategies & Budgets etc.

How to establish a meaningful ROI model for your company. This session includes techniques that will allow you to address:
• Difficulties in measuring ROI
• Establishing the correct evaluation criteria
• Outlining both Internal and External measures
• Defining acceptable units of measure
• Internal/External pressures that complicate ROI Logic
• The Value of a meaningful ROI.

Less than 43% of respondents to the Financial Executives Institute survey had a written Strategic IT plan. This session will show the importance of having an up to date IT Strategic plan including:
• Why many companies don’t have one.
• Why companies should have one.
• Key points to consider when developing a Strategic IT plan.

Too often companies embark on this process without proper preparation and planning. This can result in the vendors taking over the process and the vendor that does so wins. This can result in not the best vendor or not the best product being selected. In the 1970’s as measured by the American Production and Inventory Control Society, 85% of the implementations failed. Today, after all of the improvements in technology and software applications the number has reduced to 70 -75% failure. Successful implementation starts with:

• Working through
• How to define your needs?
• How to budget for the project?
• How to identify & select products/services and providers?
• Watching out for hidden costs!
• Establishing meaningful milestones and timelines including how to monitor the successful Implementation.

Many senior executives are convinced that they require ERP software without being aware of all of the considerations around ERP.
This seminar for senior executives includes many facets of ERP including:
• What is ERP?
• The history & evolution of ERP. Where did it come from?
• The uses of ERP. Do you really need it? What will it do for you?
• What you need to make ERP work? All of the resources including money you will need?
• How to measure your progress.

Many companies embark on the implementation of an ERP system without effectively preparing the work force. This can mean the difference between a successful or failed implementation. A work force that clearly understands the project and their role in it, greatly enhances the potential and level of success of the project. This seminar includes:
• What is ERP? The history & evolution of ERP, Where did it come from?
• The uses of ERP. What is ERP supposed to do for your company?
• How will ERP change your job? Your company? Will it?
• How you can contribute to a smooth ERP implementation.
• How to measure yours and your company’s progress.

Many companies are now looking to implement Customer Relationship Management Software without clearly identifying the realistic expectations and milestones. This is crucial for the successful implementation and realization of the return on investment.
This seminar includes:
• What is CRM? The history & evolution of CRM?
• The many components of CRM.
• Contact management
• Sales Force automation
• Marketing Management
• Customer Management
• What is CRM supposed to do for your company?
• Different CRM Technologies (i.e., the WEB, Cells, PDA’s etc..)

Many companies know that they either want or should have an eCommerce presence but don’t know where and how to start. This seminar will discuss how relevant eCommerce is to your business and how ready your organization is to implement it. This seminar includes:
• First, is eCommerce relevant to you and your organization? How to measure the Relevance?
• Is your organization Ready to implement eCommerce?
• If NO, then how to get ready.
• If YES, the a checklist to make sure that you really are ready.
• The basics of designing an eCommerce Strategy..
• The eCommerce Organizational factors to consider.
• How to implement your eStrategy.