Customer Relationship Management

Project Management for CRM Initiatives (Peak Performance)

Course Overview
Jonathan Geiger, Executive Vice President for Consulting and Educational Services for Intelligent Solutions, explains how to manage a successful CRM initiative. Geiger discusses why he considers CRM a program as well as a project, and why it must be approached from a program perspective. He also looks at staffing and personnel issues, examines CRM tools and technologies - including their cost factors - and offers recommendations for starting a CRM project. The program also includes a case study of Harrah's Entertainment's CRM initiative. In an interview, Harrah's Vice President of Information Technology, Tim Stanley, discusses how Harrah's Total Rewards CRM program has boosted revenues by $250 million since 1997. This revised version of one of WatchIT's most requested programs has been updated with new multimedia resources, such as Web links and white papers.

Track: Peak Performance
Methodologies and proven practices that advance the management skills of IT professionals

Learning Objectives:

Upon successful completion of this segment, you should be able to:

  • Understand the complex issues - cultural, organizational and technical - facing the CRM program or project manager;
  • Identify current CRM tools and technologies available in the marketplace;
  • Articulate how to run a successful, timely, and cost-effective CRM project.

Content Partner:


Speaker / Author:

Photo of Jonathan G. Geiger

Jonathan G. Geiger - Presenter
Jonathan Geiger is executive vice-president at Intelligent Solutions, Inc. Mr. Geiger has been involved in many corporate information factory and customer relationship management projects within the utility, telecommunications, manufacturing, education, chemical, financial and retail industries. In his 25 years as a practitioner and consultant, Mr. Geiger has managed or performed work in virtually every aspect of information management. He presents frequently at national and international conferences, teaches several public seminars, and has co-authored two books. His latest book, published by John Wiley & Sons, is 'Building the Customer-Centric Enterprise.' Mr. Geiger received a bachelor's in electrical engineering from Georgia Tech, and an M.B.A. from the University of Miami (Florida). He is a member of The Data Warehousing Institute, the Institute of Electrical and Electronics Engineers, and DAMA (Data Management Association).

Software & Hardware Requirements:

  • 56k or Greater Internet Connection
  • Adobe Acrobat® Reader for the .pdf files
  • Adobe® Flash® Player 9 or higher
  • Modern DHTML Compatible Browser
  • Ram: 256 MB minimum
  • Sound card with speakers/headphones
  • Windows or Mac OS

Price (USD)

Standard Rate: $29.00
Subscribers: $29.00
Pillsbury U Online: $29.00
Metro State Univ: FREE


Course Code : WIT-1863

Course Level : N/A

Passing Grade : 70%
Format Type : eLearning

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