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.

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