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