CRM Customer Relationship Management

Course details

This one-day course will introduce you to the different facets of Customer Relationship Management (CRM) and show you how to identify who your customers really are, analyze the key components of CRM, and understand how it integrates within an organization.

Course Objectives:

By the end of this course, participants will be able to:

• Understand 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
• Identify how CRM creates value for organizations and customers
• Identify developmental roles that have the greatest impact on CRM

Course Outline:

Introduction and Course Overview

• Getting to know each other
• Agenda
• Identifying personal learning objectives

Customer Relationship Management

• Involvement in CRM programs
• CRM: What does it mean and what is its value?

What CRM Is and Who It Serves

• Types of CRM programs
• The needs that CRM serves

Checklist for Success

• Evaluation measurements and privacy issues

Requirement Driven Product Selection

• The Requirement Driven Product Selection process

1. Defining the business need
2. Deciding on which functions are necessary to meet the requirements
3. Defining the products that support the selection

Considerations in Tool Selection

• Narrowing the scope of your field
• Getting the right people to move your CRM program forward

Strategies for Customer Retention

Building the Future

• Four pillars of CRM
• Embracing the CRM plan

Homegrown vs. the Application Service Provider

• Advantages of developing an in-house program
• Disadvantages of developing an in-house program

The Development of a Great CRM Team

Evaluating and Reviewing Your Program

• Evaluation tools
• Customer profiles
• Life cycles

Workshop Wrap-Up

• Questions
• Action Plan