1. CRM Thomas B. Fleming, tbf@jmbm.com Jeffer, Mangels, Butler & Marmaro LLP

2. The Integration Story (2b) Client continuity, background, & insights Must become part of everyones process Central repository of contact information –Public versus private entries –Company versus people date –Resolving duplicates especially with private –Mailing lists –Who knows who

3. 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

4. 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

5. 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

6. 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

7. 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

8. Content Managers and or Data 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