This course will help you introduce the different facets of Customer Relationship Management (CRM) to participants. It will also help you teach them how to identify who their customers really are, analyze the key components of CRM, and understand how it integrates within an organization.

This course will help you know how 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

Course Content

Lessons

Session One: Course Overview

Session Two: Customer Relationship Management

Session Three: What CRM Is and Who It Serves

Session Four: Checklist for Success

Session Five: Requirement Driven Product Selection

Session Six: Considerations in Tool Selection

Session Seven: Strategies for Customer Retention

Session Eight: Building the Future

Session Nine: Homegrown vs. Application Service Provider

Session Ten: The Development Team

Session Eleven: Evaluating and Reviewing Your Program