Customer relationship management (CRM) – top tips for success


10 March, 2021

5:30 pm - 6:30 pm GMT


Customer relationship management (CRM) – top tips for success

Location: Virtual

  • Format


  • Type


  • Duration

    1 hour

Take away top tips for success in CRM from Alan Joenn, Account Director at Collier Pickard, based on his 25 years’ experience in this specialist field, and a long history of success with start-ups, SMEs and, global sales and marketing teams.

Book with partner

Product information


Professional development

All learning resources available in the CGMA Store qualify for CPD for CIMA members.

Duration:1 hour
Access:This is a live event. You will receive information about the location, materials, and attendance after purchasing.

Return and refund policy

Programme outline

Alan will discuss the state of the CRM market today and the technologies that will increasingly improve its relevance in business.

He will cover CRM as a tool that can improve efficiency within an organisation, reduce risk, and ultimately have an impact on the culture of the organisation, improving the way in which the whole team engages with clients, customers, suppliers, regulators, colleagues and management.

The presentation will include the role of CRM during the massive increase in home working that has been forced on many organisations as a result of the COVID-19 pandemic.

Finally, Alan will show how CRM – when executed correctly, can help organisations differentiate themselves within their spheres of influence and, as a result, outperform their competitors.

The learning outcomes from Alan’s presentation include:

  • Where CRM can improve efficiency and reduce operational risk.
  • How CRM can become an ‘engine for differentiation’ and a tool for growth.
  • What the future holds for CRM technologies in client engagement.

Who will benefit?

Those with an interest in CRM, whether starting out in CRM for the first time, looking to improve CRM’s impact on the organisation, or simply wanting a better understanding of the relationship between technology and organisational culture.

Speaker details:

Alan Joenn, Account Director at Collier Pickard Ltd – the CRM experts, has in his 14 year career with the firm, held positions as a CRM consultant, and as the company’s marketing director. More recently, as an account director, he has focused on business development, new customer acquisition, and large account management.

Alan’s role involves business analysis and critical thinking in order to understand the best route to success from CRM within an organisation, then relating this to the client in relevant and compelling ways. Alan emphasises that there is no ‘one size fits all’ in CRM and that every organisation needs to consider the unique benefits and the returns on effort that can be accrued from effective CRM adoption.

The contribution Alan makes to Collier Pickard, its customers and its suppliers is the culmination of a 45-year career in technology for business, including 25 years specialised in CRM and marketing automation.

Alan’s LinkedIn profile states ‘Helping people get better outcomes through technology’. He declares this to be his passion and his persistent goal in business.