CRM – An Introduction to Customer Relationship Management

Duration: Offered as a 90 minute webinar or 2 days in class

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

  • 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

Course Outline

Course Outline

1. Course Overview

2. Customer Relationship Management

  • Customer Relationship Management in Your Everyday Life
  • What’s In It For Me?

3. What CRM Is and Who It Serves

  • Different Faces of CRM
  • Who is the Customer?

4. Checklist for Success

  • Evaluation Metrics
  • Privacy Issues

5. Requirement Driven Product Selection

  • Requirement Driven Product Selection
  • Determining Function

6. Considerations in Tool Selection

  • What’s Your Function in the Field?
  • Getting Information In and Out

7. Strategies for Customer Retention

  • Getting More from Your Core
  • Customer Scenarios

8. Building the Future

  • Roadblocks
  • Selling CRM

9. Homegrown vs. Application Service Provider

  • A Broad Look
  • A Closer Look

10. The Development Team

11. Evaluating and Reviewing Your Program

  • Customer Profiles
  • Customer Life Cycles
  • Evaluating and Reviewing CRM

12. Personal Action Plan