Selecting and Implementing Customer Relationship Management (CRM) for Municipalities & 311
A no-holds-barred conversation about best, and worst practices, you need to know before selecting and implementing CRM for your city/state/county/311.
Enroll in Course
Your Instructor
John has trained and certified over 700 professionals representing 200+ companies, utilities & 311/public agencies from every major continent. He has helped to select & procure over $300 million of 'customer experience technologies' including but not limited to CRM, billing/CIS, smart city/grid, AI/automation and call center technologies, etc. Having helped build many 311 and centralized govt call centers, he loves evangelizing new and innovative customer management strategies/technologies that streamline business processes and optimize revenues. Devoted to providing no-nonsense and vendor-neutral practical advice, John is often published for insights into his technology advice and research. He has been published in over 30 trade publications, and has authored several Best Practices reports for industry leaders. He is passionate about your success, and equally enjoys working with management as well as sitting side by side working with CSRs. John is a former Sr Advisor to a United States Secretary of Commerce. His second book, "The GovCX Handbook" will soon be available on Amazon.
Course Curriculum
-
StartPart 1: Introduction, Sounds of Traditional Municipal Customer Service, and Why CRM is Important (14:19)
-
StartPart 2: What is CRM, How Can CRM Help Cities/Counties/311, and Achievable CRM Goals (14:59)
-
StartPart 3: Six Critical Steps You MUST Take Before Selecting a CRM Vendor (18:37)
-
StartPart 3A: The Right Vendors and Budgeting (14:17)
-
StartPart 4: The CRM Selection Phase...Writing the RFP and Choosing Your CRM Vendor (30:01)
-
StartPart 5: CRM Contract Negotiations....Tips and Must-Do's (8:24)
-
StartPart 6: What to Expect from CRM Implementation (16:28)
-
StartPart 7: A Perspective from a City 311 Manager and Supervisor as they Buy and Implement a CRM (24:05)