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Developing and Implementing Your CRM Strategy


These days, businesses of all sizes that are looking to increase sales and optimize marketing are making CRM a top priority. This seminar will help you develop the key elements of a strong, sustainable CRM strategy and show you how to get the most of your CRM software. We’ll also identify the top challenges in CRM implementation so your organization has the tools it needs to succeed like never before.

We will develop a complete, personalized CRM strategic plan that you will be able to put into practice right away. Not only will you receive expert guidance in defining and structuring your CRM approach, but you will also benefit from invaluable peer feedback – and all in two days!

Get ready for a high-impact, hands-on experience! And don’t forget the prep and follow-up work to help you get the most bang for your buck.


$1,595 + taxes


Two days - 9 a.m. to 5 p.m.

Course given in French

HEC Montréal
November 18, 19, 2019

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  • Develop a ready-to-go CRM strategic plan that is tailor-made for your business.
  • Capitalize fully on CRM solutions for sales and marketing.
  • Reduce the risks of a CRM project.

Is this for you?

Managers of CRM projects or programs who influence CRM strategy and practice, and those in charge of adopting and implementing CRM solutions in an organization with 50+ employees.

Special features

  • Exclusive access to the CRM strategic plan template developed by Dr. Sol Tanguay.
  • Creation of a concrete plan, including a list of industry-leading and high-potential CRM software features.
  • Testing and validation of your CRM plan by non-competitive peers.


Accredited by the Canadian Professional Sales Association as part of Executive Education HEC Montréal’s Certification Programs for Sales Professionals.


Sol Tanguay
Sol Tanguay
MSc, MBA, PhD, HEC Montréal
CEO, Initiativenet, and lecturer HEC Montréal

Day 1

  • CRM strategy
  • CRM solutions
  • Customer experience and CRM
  • Mapping the customer journey: Theory and exercises
  • Key CRM success factors
  • CRM projects: Theory and self-assessment
  • CRM strategic plan: Theory and self-assessment

Day 2

  • Adjusting your CRM plan: Explanations
  • Adjusting your CRM plan: Exercise
  • Aligning the potential of your CRM solution with your adjusted plan: Data
  • Aligning the potential of your CRM solution with your adjusted plan: Operations
  • Aligning the potential of your CRM solution with your adjusted plan: Analytics
  • Using CRM to improve the customer experience: Theory and exercises
  • Dynamic, interactive teaching approach
  • Theory and hands-on exercises
  • Preparation, testing and approval of your CRM plan within your organization by non-competitive peers

Participants in all of our seminars will receive a certificate of completion from Executive Education HEC Montréal.

For more information about this program


Michelle Vaillancourt
Senior Advisor


514 340-6001

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