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CRM

CRM. Thomas B. Fleming, tbf@jmbm.com Jeffer, Mangels, Butler & Marmaro LLP. The Integration Story (2b). Client continuity, background, & insights Must become part of everyone’s process Central repository of contact information Public versus private entries Company versus people date

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CRM

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  1. CRM Thomas B. Fleming, tbf@jmbm.com Jeffer, Mangels, Butler & Marmaro LLP

  2. The Integration Story (2b) • Client continuity, background, & insights • Must become part of everyone’s 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, D&B, 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

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