Webinars on Demand

Laying the CRM Foundation for High Performance Customer Care in 2016  57 min

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Webinar Details

Customer Service organizations are looking to transform their customer care centers by providing a superior engagement platform for customers, prospects, and partners. CRM is key to providing an excellent level of customer service across any channel, by providing the right information to the right agents at the right time.

Many leading analysts project that around 50% of Customer Service CRM deployments fail to meet an organization’s objectives and goals. To ensure the implementation of a successful CRM solution, it is critical to understand CRM best practices and how to mitigate deployment risks.

Webinar Topics:

  • Understand why and how consumer behavior is transforming the industry
  • Defining your customer service CRM plan and roadmap
  • How to quantify the business value for customer service CRM
  • Mitigating customer service CRM risks with sound deployment change management


Kate Leggett 
VP, Principal Analyst
Forrester Research

Gretchen Opferkew 
Director of Education, Microsoft Dynamics CRM MVP

Greg Moser 
Customer Care Practice Director