Customer Relationship Management

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

At the end of this course, you will be able to

  • Demonstrate an understanding of the terms and benefits of CRM on a company’s bottom line
  • Analyze the different components of a CRM plan
  • Develop a checklist for readiness and success in CRM
  • Describe how CRM creates value for organizations and customers
  • Consider developmental roles that have the greatest impact on CRM

Module 1: Course Overview

Module 2: Customer Relationship Management

Customer Relationship Management in Your Everyday Life

What’s in It for Me?

Module 3: What CRM Is and Who It Serves

Different Faces of CRM

Who is the Customer?

Module 4: Checklist for Success

Evaluation Metrics

Privacy Issues

Module 5: Requirement Driven Product Selection

Requirement Driven Product Selection

Determining Function

Module 6: Considerations in Tool Selection

What’s Your Function in the Field?

Getting Information In and Out

Module 7: Strategies for Customer Retention

Getting More from Your Core

Customer Scenarios

Module 8: Building the Future

Roadblocks

Selling CRM

Module 9: Homegrown vs. Application Service Provider

A Broad Look

A Closer Look

Module 10: The Development Team

Module 11: Evaluating and Reviewing Your Program

Customer Profiles

Customer Life Cycles

Evaluating and Reviewing CRM

Module 12: Personal Action Plan

Price: $165

This Course includes:

   Text-based content

   3 Weeks