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CRM – An Introduction to Customer Relationship Management

Recommended Prerequisites

No prerequisites are required for this course.

Course Overview

This course will introduce the different facets of CRM and identify who the customers really are. It will also analyze the key components of CRM and explore how it can be integrated within an organization.

As with many significant undertakings, undergoing a CRM review (even simply considering its implementation) requires learners to analyze technical and complicated systems. This course sorts through a myriad of information and brings you the basics you need to make a decision about the need for CRM, its benefits, and how to coordinate the base requirements for a CRM undertaking.

Learning Objectives

Course Outline

  1. Course Overview
  2. Customer Relationship Management
  3. Customer Relationship Management in Your Everyday Life
  4. What’s In It For Me?
  5. What CRM Is and Who It Serves
  6. Different Faces of CRM
  7. Who is the Customer?
  8. Checklist for Success
  9. Evaluation Metrics
  10. Privacy Issues
  11. Requirement Driven Product Selection
  12. Requirement Driven Product Selection
  13. Determining Function
  14. Considerations in Tool Selection
  15. What’s Your Function in the Field?
  16. Getting Information In and Out
  17. Strategies for Customer Retention
  18. Getting More from Your Core
  19. Customer Scenarios
  20. Building the Future
  21. Roadblocks
  22. Selling CRM
  23. Homegrown vs. Application Service Provider
  24. A Broad Look
  25. A Closer Look
  26. The Development Team
  27. Evaluating and Reviewing Your Program
  28. Customer Profiles
  29. Customer Life Cycles
  30. Evaluating and Reviewing CRM
  31. Personal Action Plan
  32. Recommended Reading List
  33. Post-Course Assessment

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