In this session, you will walk through a process for rating CRM projects, rate your organization across 5 categories, and identify the most important areas to focus on improving. At the end of the session, you will have a benchmarking guide that you can use to continually monitor and improve the people, processes and technologies associated with customer engagement in  your organization.

This session will provide you with a practical rating guide and walk-thru, including how to:
• Discover gaps in your CRM vision, strategy and deliverables
• Balance scalability, flexibility and usability
• Measure and manage continuous CRM innovation
• Create a collaborative approach to CRM that gives every user a voice

Geoff Ables
Geoff Ables takes the technology jargon out of CRM and speaks to sales managers, customer care leaders, marketers, power users and administrators about the process and people sides of CRM that are so critical to customer relationship management success. As a recent session attendee put it: “This session was one of the reasons why I attended the event, and it didn’t disappoint. The workbook and process steps made it even better.” Bestselling author, international keynote speaker and entrepreneur, Geoff Ables is a thought leader on customer and employee engagement. Geoff’s most recent book, "The LUCK Principle: Business Results at the Intersection of People and Profit," delivers fresh insight and inspiration into creating people-centric digital workplaces. His firm, C5 Insight, has twice been named as an Inc 5000 fastest-growing company