Customer Relationship Management


As with any significant undertaking, undergoing a CRM review (even simply considering its implementation) requires learners to analyze and complicated systems. This one-day 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.


Course Outline

  • What CRM is and who it serves
  • Checklist for success
  • Requirement driven product selection
  • Consideration in tool selection
  • Strategies for customer retention
  • Building the future
  • Homegrown vs. Application service provider
  • The development team
  • Evaluating and reviewing your program


Learning Objectives

At the end of this training program, participants will be able to:

  • 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; and
  • Consider developmental roles that have the greatest impact on CRM


Who Should Attend

All Staff


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