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CRM: An Introduction to Customer Relationship Management
Individual Licence (EUR 40)
$46.00
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CRM: An Introduction to Customer Relationship Management
$46.00
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Choose 5 or 10 licences to purchase access for multiple learners at a reduced per-person rate. After purchase, eBSI will contact you to confirm the learner details and arrange course access for each participant.
Develop practical knowledge and confidence in CRM: An Introduction to Customer Relationship Management.
This course will introduce the different facets of Customer Relationship Management (CRM). It will also help participants to identify who their customers really are, analyze the key components of CRM, and understand how it can potentially integrate with their organization.
Why this course matters
This course turns the subject into practical, structured learning you can apply in real business and workplace situations. It is designed to help you move beyond definitions and understand how the ideas, tools and decisions covered in the course fit together.
What you will gain
- Understand the core principles and practical approaches covered in CRM: An Introduction to Customer Relationship Management.
- Recognise situations where those approaches can improve workplace decisions or performance.
- Apply the course ideas more confidently in day-to-day professional situations.
Who is this course for?
This course is suitable for digital marketers, SME owners, entrepreneurs, sales and marketing professionals and anyone responsible for online business growth.
Course at a glance
- Study time: approximately 2 hours.
- Format: self-paced online learning.
- Professional development: CPD course.
This course will introduce the different facets of Customer Relationship Management (CRM). It will also help participants to identify who their customers really are, analyze the key components of CRM, and understand how it can potentially integrate with their organization.
This course will help you teach participants how to:
- Work through the benefits of CRM on a company’s bottom line
- Analyze the different components of a CRM plan
- Describe how customer relationship management can provide value for organizations and customers, and more.
Course Topics:
Session One: Course Overview
Session Two: Customer Relationship Management
- Customer Relationship Management in Your Everyday Life
- What’s in It for Me?
Session Three: What CRM Is and Who It Serves
- Different Faces of CRM
- Who is the Customer?
Session Four: Checklist for Success
- Evaluation Metrics
- Privacy Issues
Session Five: Requirement Driven Product Selection
- Requirement Driven Product Selection
- Determining Function
Session Six: Considerations in Tool Selection
- What’s Your Function in the Field?
- Getting Information In and Out
Session Seven: Strategies for Customer Retention
- Getting More from Your Core
- Customer Scenarios
Session Eight: Building the Future
- Roadblocks
- Selling CRM
Session Nine: Homegrown vs. Application Service Provider
- A Broad Look
- A Closer Look
Session Ten: The Development Team
Session Eleven: Evaluating and Reviewing Your Program
- Customer Profiles
- Customer Life Cycles
- Evaluating and Reviewing CRM
- Recommended Reading List
- Personal Action Plan
Continue your learning
Part of this learning pathway: Sales & Marketing
Course pathway: eBSI SME Academy > Sales & Marketing > CRM: An Introduction to Customer Relationship Management
Explore more Sales & Marketing training or return to the eBSI SME Academy.