Selecting the CRM that Aligns with Your Business

29
© Copyright 2009. Alvarez & Marsal Holdings, LLC. All Rights Reserved. L E A D E R S H I P P R O B L E M SO L V I N G V A L U E C R E A T I O N Selecting the CRM that Aligns With Your Business August 8, 2011

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Page 1: Selecting the CRM that Aligns with Your Business

© Copyright 2009. Alvarez & Marsal Holdings, LLC. All Rights Reserved.

L E A D E R S H I P P R O B L E M SO L V I N G V A L U E C R E A T I O N

Selecting the CRM that Aligns With Your Business

August 8, 2011

Page 2: Selecting the CRM that Aligns with Your Business

Selecting the Right CRM That Aligns With Your BusinessMay 11, 2011

© Copyright 2009. Alvarez & Marsal Holdings, LLC. All Rights Reserved.

Contents

I. CRM Software Spend Growing

2

II. Components of CRM

4

III. Client Case Study

8

IV. CRM Roadmap & Evolution

21

2

Page 3: Selecting the CRM that Aligns with Your Business

Selecting the Right CRM That Aligns With Your BusinessAugust 8, 2011

© Copyright 2009. Alvarez & Marsal Holdings, LLC. All Rights Reserved.

CRM Software Spend Growing

3

According to several industry analysts, organizations continue to spend heavily - $11 billion annually by 2010. By 2015, one-third of CRM spending will be software-as-a-service (SaaS). Industry analysts also predict by 2013, spending on social software to support sales, marketing and customer service is set to rise.

Page 4: Selecting the CRM that Aligns with Your Business

Selecting the Right CRM That Aligns With Your BusinessMay 11, 2011

© Copyright 2009. Alvarez & Marsal Holdings, LLC. All Rights Reserved.

Contents

I. CRM Software Spend Growing

2

II. Components of CRM

4

III. Client Case Study

8

IV. CRM Roadmap & Evolution

21

4

Page 5: Selecting the CRM that Aligns with Your Business

Selecting the Right CRM That Aligns With Your BusinessAugust 8, 2011

© Copyright 2009. Alvarez & Marsal Holdings, LLC. All Rights Reserved.

Components of CRM

Marketing & Channel Effectiveness• Customer research, assessment and segmentation• Market modeling• Product development and lifecycle management• Customer equity and ROI analysis• Channel alignment and channel profitability

Sales Effectiveness• Account and opportunity management• Salesforce automation• Integration with ordering and fulfillment• Order configuration

5

In creating a CRM vision, your company needs to evaluate each of the following components of CRM to determine how they add value, both to your customers and to your business.

Service Effectiveness• Contact center optimization• Field fulfillment design and implementation• Billing and collections• Customer churn management

Mobile• Field service and sales representatives• Blackberry, Android, iPhone, iPad enablement• Integration with back-end systems in real-time

Social CRM• Customer strategy is the corporate strategy• Innovation from both internal and external sources• Integration with social networks (e.g. Twitter, Facebook)• Customer participation

Page 6: Selecting the CRM that Aligns with Your Business

Selecting the Right CRM That Aligns With Your BusinessAugust 8, 2011

© Copyright 2009. Alvarez & Marsal Holdings, LLC. All Rights Reserved.6

CRM Glossary“CRM, SFA, Lead Gen, Hosted, SaaS, On-Premise”…there are lots of buzzwords in the software industry that sometimes make it hard for users to understand what they are evaluating.

Deployment Method Definition Example

Hosted A third party manages the application in a facility that is remote from the user location.

Unica, SAP

Mid-Sourcing Combines the ease of SaaS with a perpetual license model typically used by companies with security concerns.

Neolane

On-Premise (Perpetual) The application resides in the same location as the user organization and the organization manages updates, patches, etc.

Teradata, SAP, Unica

Software as a Service (SaaS) The software is delivered as a service across the internet and is fully managed by the vendor.

Salesforce.com, NetSuite, RightNow Technologies, Sugar CRM

Some of the systems that may have come top of mind as options for your organization are likely B2B-focused solutions.• Top of mind CRM solutions for a B2B environment include Salesforce.com, FrontRange Goldmine, Sage, Pardot, Marketo,

and SugarCRM.• These tools all have strong Lead Generation and Salesforce Automation (SFA) functionality

B2B organizations typically use a sales force whereas a B2C organization relies more heavily on a marketing and call center organizations to sell products and/or services.

B2B marketing specializes in lead tracking and nurturing as a specific target moves through a sales funnel. Channels for B2B organizations typically include tradeshows, telemarketing, email, direct mail, and web.

Page 7: Selecting the CRM that Aligns with Your Business

Selecting the Right CRM That Aligns With Your BusinessAugust 8, 2011

© Copyright 2009. Alvarez & Marsal Holdings, LLC. All Rights Reserved.

Hosted versus Premise-Based CRM

7

Area Hosted On-Premise

Contract Negotiation

Control

Disaster Recovery

Ease of Customization

Implementation/ Deployment

Infrastructure Requirements

Initial Price – Software

Integration

Investment over Time

IT Support Required

Reliance on Internet

Security

Usability

Vendor Reliance

Pro

Con

Key

When considering your purchase of CRM, the way you want to deploy the solution – hosted versus premise – makes a big difference in terms of price, control and security. Your decision hinges greatly on your strategy. Below is a table that shows the pros and cons of a Hosted CRM solution versus a Premise-Based CRM solution.

1. Hosted CRM may be a better option given a short-term horizon (3-5 years)

2. Integration may be tough with a hosted system. Need to clearly understand current architecture

3. Run a Pilot Have the vendors simulate

an actual campaign and report you require

Most hosted providers offer a 30-day free trial

4. Scrutinize the contract especially if you pursue a hosted option

Tips for Vendor Selection & Contract

Negotiation

Page 8: Selecting the CRM that Aligns with Your Business

Selecting the Right CRM That Aligns With Your BusinessMay 11, 2011

© Copyright 2009. Alvarez & Marsal Holdings, LLC. All Rights Reserved.

Contents

I. CRM Software Spend Growing

2

II. Components of CRM

4

III. Client Case Study

8

IV. CRM Roadmap & Evolution

21

8

Page 9: Selecting the CRM that Aligns with Your Business

Selecting the Right CRM That Aligns With Your BusinessAugust 8, 2011

© Copyright 2009. Alvarez & Marsal Holdings, LLC. All Rights Reserved.

The Moment

9

• Our client, a provider of international theme park specializing in destination travel & entertainment, recognized their CRM needs are basic; but, also recognized the need for a solution that allows for growth.

• The client has only a few select data sources leveraged for direct marketing today but would like to leverage a broader set of enterprise data down the future.

• The client employs fairly basic campaign strategies on a limited basis today. However in the mid to long term future The client expects to expand the usage and increase the complexity of the campaign strategies.

• Private Equity owners encouraged the client to negotiate their CRM contract to drive down costs. As a result the CRM solution provider required the CRM licenses be repurchased.

• Costs estimated at approximately $400K (one time) plus $100K annually.

• The client wants a CRM delivery approach that ensures lowest capital outlay and operating costs, while enabling the company to improve their CRM needs.

• The client is leaning towards Software-as-a-Service (SaaS)/Hosted CRM delivery model but would like education on the CRM solution provider landscape (i.e. “Why don’t we purchase Salesforce.com?”)

ComplicationsSituation

Key Questions to be Answered:Based On Our Requirements, Which CRM Solution Provider Will Be a Best Fit for Us?

The move toward CRM is usually spurred by one final event or realization. In other words, this “moment” is called “The Straw That Broke the Camel’s Back.”

Page 10: Selecting the CRM that Aligns with Your Business

Selecting the Right CRM That Aligns With Your BusinessAugust 8, 2011

© Copyright 2009. Alvarez & Marsal Holdings, LLC. All Rights Reserved.

Current State CRM Architecture

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Guest Database

3,100M

150 Campaigns

E-mail Opt-In

550M

140 Campaigns

Payments

AccountNotifications

Electronic Store

AccountNotifications

Reservations

Leverage 15MM “Marketable” Records to Drive Profits

Page 11: Selecting the CRM that Aligns with Your Business

Selecting the Right CRM That Aligns With Your BusinessAugust 8, 2011

© Copyright 2009. Alvarez & Marsal Holdings, LLC. All Rights Reserved.

Current State CRM Architecture

11

• Guest Information Only• Demographics only (no

transactions)• 10MM members• 30% purchased online• 1% Renewal Uplift = $1.5MM3

Direct MarketingCRM Database

GID

Lifestyle

CallCenter

Reserv-ations

Merch-andise

FrontGate

Not In Scope But Represents an Opportunity

• Limited, very manual reporting• Campaigns are by park • Not correlated to any transactional

data available across enterprise

In 2009…• 151 Campaigns

• 4.7MM Pieces• $1.3MM in postage• $0.60-$0.70 / piece

Direct Marketing Campaigns

Web

E-Commerce 400K members

20K Guest

E-mail Marketing Campaigns

• Process handled entirely by E-mail Marketing CRM

• Adequate reporting available – limited use being made for analysis

• Campaigns are by location and across company• Not correlated to any transactional data available

across enterprise• No response data fed back to enterprise• Primarily e-newsletters with no customization,

personalization or targeting

• Leveraged only for merchandise & dining

• Not integrated • Not linked to business strategy

Dining

E-mail CRM

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Selecting the Right CRM That Aligns With Your BusinessAugust 8, 2011

© Copyright 2009. Alvarez & Marsal Holdings, LLC. All Rights Reserved.12

Direct & E-Mail Marketing Usage

Use of Current Direct Marketing CRM SolutionUse of Current E-Mail Marketing CRM Solution

Feature Use

Deliver a single view of the customer (passport) 2Improve customer acquisition rates 4Accelerate organic growth 1Speed time to market (campaign roll-out) 3Increase customer retention and loyalty rates 2Improve cross-selling and up-selling 1Increase average revenue per customer 1Boost contact/call center effectiveness Unknown

Increase sales effectiveness 1Streamline the quote-to-order process 0

Feature Use

Email Marketing 2Survey Unknown

Landing Pages Unknown

Data/List Management 1Transaction Messages 1Integration 1Reporting and Analytics 2Multichannel Delivery 0

Page 13: Selecting the CRM that Aligns with Your Business

Selecting the Right CRM That Aligns With Your BusinessAugust 8, 2011

© Copyright 2009. Alvarez & Marsal Holdings, LLC. All Rights Reserved.

CRM Selection Approach

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Assessment Conduct Research Vendor Evaluation

Organizational Readiness

1

1b. Organizational Structure

1c. Financials

1d. Resources (Internal/External)

1e. Change Management

1a. Strategy

1f. Risk Management

Refine &Integrate

SelectCRM

Vendor

3 4

Requirements

Business Technical

2

A Few Points to Consider1. Develop baseline of current state and future needs2. Consider everything from usability to privacy3. Thoroughly understand your current infrastructure to best identify a

solution provider that will integrate properly

Page 14: Selecting the CRM that Aligns with Your Business

Selecting the Right CRM That Aligns With Your BusinessAugust 8, 2011

© Copyright 2009. Alvarez & Marsal Holdings, LLC. All Rights Reserved.

CRM Requirements

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Rating Legend

Response Explanation

SUP Supported as delivered “out of the box”

MOD Supported via modifications (screens, GUI etc)

3rd Supported as a third party solution

CST Supported via customization

FUT Supported as a future release

NS Not Supported

Priority Rate 1 to 3 where 3 is a must have

Mandatory Mark ‘Yes’ only for “must-have” factors

Hierarchy Criterion

1 Marketing Automation

2 Analytics & Reporting

3 Customer Service & Support

4 Technical Requirements

5 Privacy & Security

6 Data Management

7 Workflow

8 Processing & Performance

Sample Criterion

It’s Important For You to Determine Your Business & Technical Requirements; a Methodology for Evaluating Each CRM Solution Provider Objectively to Make a Fact-Based Decision for Your Pending

Investment

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Selecting the Right CRM That Aligns With Your BusinessAugust 8, 2011

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Expected Benefits – <insert $ amount here>

More Revenue from CRM

Better conversion from inquiry to revenue i.e. park attendance, park spend

Better lead generation i.e. customer acquisition through lower cost marketing channels compared with mass marketing spend

Increased ‘order size’ – encourage visitors to spend more money in the parks

Projected Investment – <insert $ amount here>

The Investment is heavy upfront but tapers over time

CRM system costs

Hardware/infrastructure costs

Internal costs to get the system up and running

Time for 3rd parties (consultants, Systems Integrators, etc.)

invested

earned - investedReturn On Investment

The <insert $amount here> ROI projection is meaningless without a strong business case behind itThe <insert $amount here> ROI projection is meaningless without a strong business case behind it

CRM Business Case

Page 16: Selecting the CRM that Aligns with Your Business

Selecting the Right CRM That Aligns With Your BusinessAugust 8, 2011

© Copyright 2009. Alvarez & Marsal Holdings, LLC. All Rights Reserved.

CRM Vendor Selection Implications

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There are several issues that were uncovered as we went through this exercise

Data Governance

• Desired civil use of customer data• Data not integrated across all databases• Lack of unique customer data identifier resulted in

unmatched customer records

System Ownership & Accountability

• Previous CRM instance did not have an internal champion

• The use of CRM was sporadic across the company

Reporting & Analysis

• Lacked evidence for tying financial together with CRM/Precision Marketing

• People clamored for the more reporting but had no intent of using the information

Implementation Planning

• Formal change management protocols were not established

Page 17: Selecting the CRM that Aligns with Your Business

Selecting the Right CRM That Aligns With Your BusinessAugust 8, 2011

© Copyright 2009. Alvarez & Marsal Holdings, LLC. All Rights Reserved.

CRM Vendor Demonstration – Sample Campaign Renewal

17

March April MayTreatment A Treatment B

5 14-17 22-24 25 29-31 1 - 15 16 - 30 5 13-15 15 20 29-31

Data Pull: All of April₁Mailing House

Email

Process all April mail

Drop Treatment A

Treatment A In-Home

Drop Treatment B

In-Home

Blast Treatment A

1 Lists are pulled from 2 different MS.SQL100 Databases; records are matched on a specific field that exists in both databases; additional suppression and date range criteria are also applied to generate the lists

2 Lists are re-pulled as close possible to the date of the mailing to suppress those members who renewed during the first wave of communication

Treatment BIn-Home

Blast Treatment B

Data Pull₂: Non-Renewals

April 1-15Mailing House

Email

Blast Treatment A

Non-Renewals

Data Pull: Non-Renewals

April 16-30Mailing House

Email

Blast Treatment B

Non-Renewals

Process & Drop

Treatment A

Process & Drop

Treatment B

Treatment A In-Home

Treatment B In-Home

Direct mail, prior to expiration

Email, prior to expiration

Direct mail, post-expiration

Email, post-expiration

Color Key

The renewal campaign was targeted at members whose memberships expired in the month of April. The renewal campaign was broken into two phases – A) the month prior to expiration; and B) the month post expiration (for those who did not renew). The renewal campaign involved a direct mail and email to members in each phase.

Page 18: Selecting the CRM that Aligns with Your Business

Selecting the Right CRM That Aligns With Your BusinessAugust 8, 2011

© Copyright 2009. Alvarez & Marsal Holdings, LLC. All Rights Reserved.

Vendor Short List Identification Approach

18

KEY TENETS SOUGHT IN VENDOR SOLUTIONS

1. Solution has multichannel capabilities specifically direct mail and email

2. Solution is easy to use and best of breed

3. Solution is agile, flexible, scalable and expandable to adapt to client’s evolving direct marketing needs

4. The vendor has a proven track record in B2C campaign management

5. The solution provides data security

We employed a structured approach to identify a short list of recommended campaign management vendors and understanding of the functional and technical requirements, along with our knowledge of the multi-channel marketing application space.

Confirm business and

technical requirements

• Internal document review• Interviewed key

Consumer Marketing Stakeholders

Conduct empirical research

• Reviewed Gartner’s Magic Quadrant o for Multichannel Campaign Management 2010 against business & technical requirements

• Conducted external interviews with Direct-to-Consumer (DTC) marketing practitioners and thought leaders *

Engage Vendors

• Developed an initial list of 13 possible campaign management solutions

• Shared high level business requirements

• Disqualified vendors who were not a fit

• Held vendor demonstrations to confirm campaign management capability & feasibility against requirements

Short List of Potential Campaign

Management Vendors

Page 19: Selecting the CRM that Aligns with Your Business

Selecting the Right CRM That Aligns With Your BusinessAugust 8, 2011

© Copyright 2009. Alvarez & Marsal Holdings, LLC. All Rights Reserved.19

CRM Vendor Demonstration The initial list was limited to a smaller group of vendors of whom we found to be a potential fit for our client’s CRM requirements based on empirical research and user feedback. A demonstration was conducted for each of these vendors and evaluated accordingly against our client’s main criteria.

CRM Solution Provider Pricing Deployment Method

Aprimo* • N/A Premise & Hosted

CDC Software • Determined by # of users Premise & Hosted

Microsoft Dynamics CRM • Free trial for first 30 days• Full Client Access - $995 for up to 40 users

Premise & Hosted

Neolane # of active participants in a campaign Premise, Hosted, & Hybrid (Mid-Sourcing)

Responsys • N/A Hosted Only

OnContact Software • Premise - $995/named user; Maintenance - $225/named user + $1,495/concurrent user; Maintenance - $300/concurrent user

• Hosted - $59.95/user/month; first 30 days is free; no annual contract

Premise & Hosted

Oracle Siebel • Starting at $70/user/month; Free trial for first 30 days Premise & Hosted

Pardot • Group edition is $500/month; Professional edition is $1,000/month Enterprise edition is $1500/month. Unlimited users and no contract for Group, Professional or Enterprise editions

Hosted

SAP • Premise - $150K + 22% maintenance + $3K/year• Hosted - $150/user/month + hosting costs

Premise & Hosted

SAS • N/A Premise & Hosted

Teredata* • N/A Premise & Hosted

Unica • N/A Premise & Hosted

Page 20: Selecting the CRM that Aligns with Your Business

Selecting the Right CRM That Aligns With Your BusinessAugust 8, 2011

© Copyright 2009. Alvarez & Marsal Holdings, LLC. All Rights Reserved.20

CRM Vendor Demonstration – Evaluation FactorsThe initial list was limited to a smaller group of vendors of whom we found to be a potential fit for our client’s CRM requirements based on empirical research and user feedback. A demonstration was conducted for each of these vendors and evaluated accordingly against our client’s main criteria.

THE OUTCOME

• 3 vendors made it to the short list – Aprimo, SAP, and Unica

• 4 solutions fell off the list – MS Dynamics, Neolane, SAS, and Teradata

• All of the CRM systems would be worth exploring however our client’s plan to address the customer data management issues, analytics, and budget were critical factors.

Page 21: Selecting the CRM that Aligns with Your Business

Selecting the Right CRM That Aligns With Your BusinessMay 11, 2011

© Copyright 2009. Alvarez & Marsal Holdings, LLC. All Rights Reserved.

Contents

I. CRM Software Spend Growing

2

II. Components of CRM

4

III. Client Case Study

8

IV. CRM Roadmap & Evolution

21

21

Page 22: Selecting the CRM that Aligns with Your Business

Selecting the Right CRM That Aligns With Your BusinessAugust 8, 2011

© Copyright 2009. Alvarez & Marsal Holdings, LLC. All Rights Reserved.

CRM Roadmap & Evolution

22

As you CRM efforts progress from a tactical approach to one more disciplined there will likely be a sharper focus on the business results and an increased requirement to act with agility to respond to the marketplace.

Maturity Date2012

Maturity Date2013-2015

Maturity Date2015 & Beyond

Executive Participation • Owner & Sponsorship • Integrated • Active

Management Attention • Monthly to weekly • Weekly to daily • Continuous

Strategy • Transactional direct marketing

• Integrated multichannel marketing

• Social marketing & CRM

Enabler • Marketing plan approved; budget set

• Data management plan in place

• Cross-functional Steering Committee

• Data hygiene and master data management structure

• Rigorous and disciplined marketing approach. Marriage between marketing as an “art” as well as a “science”

• Customer-centric & CRM culture established and accepted

Potential Key Indicators • CRM tool selected and implemented

• Campaign ROI and response rates

• Centralized customer data warehouse

• Advanced campaign analytics and ROI

• Marketing spend as a % of cost of sales

CRM Roadmap & Evolution

Page 23: Selecting the CRM that Aligns with Your Business

Selecting the Right CRM That Aligns With Your BusinessAugust 8, 2011

© Copyright 2009. Alvarez & Marsal Holdings, LLC. All Rights Reserved.

CRM Risk Identification

23

The following example serves to illustrate the use of a risk management approach to identify risks associated with the CRM initiative.

Inaccurate Data

Development timeframes may be dramatically extended

Campaign developers may not trust the tool

Customers may lose confidence in The client

Development of resources tied up longer than initially planned

Development costs will be higher than planned

Reduced ROI

Campaign Managers will resist tool adoption

The investment may need to be written off

Customer churn; associated loss of cost per attendee

Cause

Risk

Effect

Begin by identifying the main cause of risks. In this example, inaccurate is identified as a key cause leading to 3 risks. From this, The client should think about what’s the impact of the risk, i.e. the effect.

Page 24: Selecting the CRM that Aligns with Your Business

Selecting the Right CRM That Aligns With Your BusinessAugust 8, 2011

© Copyright 2009. Alvarez & Marsal Holdings, LLC. All Rights Reserved.

CRM Risk Prioritization

24

Next pull the identified causes, risks, and effects into a matrix and determine the impact and the probability of occurrence for each one . This will provide The client with the information it will need to

prioritize risks and determine which ones need a mitigation plan.

# Cause Risk Effect Probability Impact

1 Inaccurate data

Timeframes extended Resources tied up longer than planned

Very high High

2 Inaccurate data

Timeframes extended Development costs are higher than planned

Very high High

3 Inaccurate data

Timeframes extended Reduced ROI High Medium

4 Inaccurate data

Developers may not trust the tool

Reduced ROI Medium Medium

5 Inaccurate data

Developers may not trust the tool

Campaign managers resist tool adoption

Medium Very low

6 Inaccurate data

Developers may not trust the tool

May need to write off the investment

Medium High

7 Inaccurate data

No customer confidence in The client

Reduced ROI Low Medium

8 Inaccurate data

No customer confidence in The client

Customer churn; lower cost per attendee

Low High

By completing this matrix, The client will have the information necessary to prioritize identified risks.

Page 25: Selecting the CRM that Aligns with Your Business

Selecting the Right CRM That Aligns With Your BusinessAugust 8, 2011

© Copyright 2009. Alvarez & Marsal Holdings, LLC. All Rights Reserved.

CRM Risk Mitigation

25

Following the example, the table below illustrates possible mitigation strategies The client could adopt to address high priority risks.

Risk Possible Mitigation Strategy

Extended development timeframes

Focus on a limited number of simple campaigns initially to reduce risk of other schedule and resource impacts.

Incorporate sufficient time and resources into the development schedule to cleanse and correct the data as required.

Ensure the right business and technical resources are in place to minimize other impediments to completion.

Campaign developers mistrust

the tool

Early and repeated communication to the consumer marketing highlighting that data quality may need to be improved.

Working with consumer marketing users to establish clear benchmarks for data quality that are reasonable and achievable.

Ensuring that the development plan includes an effective “user acceptance” test plan with associated test scripts and acceptance criteria.

Customer churn; lower cost per

attendee

Strict standards of acceptance and a complete and proven methodology for technical and business testing of the data quality is required

With the prioritization determined, next The client can develop mitigation strategies for those risks deemed to have the greatest influence on the organization and likelihood of occurrence.

Page 26: Selecting the CRM that Aligns with Your Business

Selecting the Right CRM That Aligns With Your BusinessAugust 8, 2011

© Copyright 2009. Alvarez & Marsal Holdings, LLC. All Rights Reserved.

SO WHAT HAPPENED?!

26

Page 27: Selecting the CRM that Aligns with Your Business

Selecting the Right CRM That Aligns With Your BusinessAugust 8, 2011

© Copyright 2009. Alvarez & Marsal Holdings, LLC. All Rights Reserved.

CRM Vendor Selection Implications

27

The result of the exercise lead to addressing data governance issues first

Data Governance

• Desired civil use of customer data• Data not integrated across all databases• Lack of unique customer data identifier resulted in

unmatched customer records

System Ownership & Accountability

• Previous CRM instance did not have an internal champion

• The use of CRM was sporadic across the company

Reporting & Analysis

• Lacked evidence for tying financial together with CRM/Precision Marketing

• People clamored for the more reporting but had no intent of using the information

Implementation Planning

• Formal change management protocols were not established

Page 28: Selecting the CRM that Aligns with Your Business

Selecting the Right CRM That Aligns With Your BusinessAugust 8, 2011

© Copyright 2009. Alvarez & Marsal Holdings, LLC. All Rights Reserved.

Let’s Keep In Touch

28

Art HallDirectorAlvarez & Marsal Business ConsultingMonarch Tower3426 Peachtree Road Suite 1500Atlanta, Georgia 30326Phone: (404) 759-9158Email: [email protected]: @ahall3649 and @AskCRMA

Page 29: Selecting the CRM that Aligns with Your Business

Selecting the Right CRM That Aligns With Your BusinessAugust 8, 2011

© Copyright 2009. Alvarez & Marsal Holdings, LLC. All Rights Reserved.29

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