crm thomas b. fleming, [email protected] jeffer, mangels, butler & marmaro llp
TRANSCRIPT
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
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
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
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
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
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
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