First Section
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Part 1: Why CRM is Important to 311s and How I Learned What To Do -- and NOT DO -- When Selecting and Implementing a CRM (14:19)
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Part 2: What is CRM, How Can CRM Help Cities/Counties/311, and Achievable CRM Goals (14:59)
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Part 3: Six Critical Steps You MUST Take Before Selecting a CRM Vendor Including the Most Common Mistake Cities Make That Costs Dearly (18:37)
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Part 3A: Identify the Right Vendors and Budget Realistically (14:17)
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Part 4: The CRM Selection Phase...MUST KNOW TIPS for Writing the RFP and Choosing Your CRM Vendor (30:01)
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Part 5: CRM Contract Negotiations: Lessons I Learned the Hard Way to Help You Avoid Problems Later (8:24)
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Part 6: What to Expect from CRM Implementation (16:28)
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Part 7: A Perspective from a City 311 Manager and Supervisor as they Buy and Implement a CRM (24:05)
