CRM

1
CRM

• Thomas B. Fleming, tbf_at_jmbm.com
• Jeffer, Mangels, Butler Marmaro LLP

2
The Integration Story (2b)

• Client continuity, background, insights
• Must become part of everyones process
• Central repository of contact information
• Public versus private entries
• Company versus people date
• Resolving duplicates especially with private
• Mailing lists
• Who knows who

3
More Integration

• Integrate internal external data
• Accounting, new business information, etc
• Lexis, Westlaw, DB, etc
• Staying current vital
• Internal with training and mailing lists
• External by updating and or on demand data
• Centralized - private - confidential
• Remote access especially wireless
• Coordinating meetings

4
Process for Evaluating (3a)

• Gather information find a champion
• Outline what is needed/wanted
• Review existing software versus new
• Separate company data from people data
• External data feeds In-house external
• Need to be expandable
• Database off the shelf or proprietary

5
More Evaluation Criteria

• Resolving conflicts/new information
• What is the learning curve
• Vendor reputation ease to work with, their
  support their customer service
• Established versus the new kid
• Global changes

6
More Evaluation Criteria

• Test data conversion take it to the users
• What are all the capabilities
• Notes, Activities, Mailings, Contacts
• Remote wireless access
• Approval process and champions
• Alternatively - skunk works

7
Involvement (3d)

• Information professionals - IS - Marketing
• Know the difference and make a difference
• If not, define the lines get agreement
• Offer to train Marketing on how to do research
• Bring ideas of new products to the group
• Form a consensus sell it to management

8
Content Managers and orData Stewards

• They monitor the data that is entered
• Resolving conflicts verifying new information
• Librarians know information they know the
  process
• Train in information resources
• Talk with the users to find what is good what is
  bad