CRM: An Introduction to Customer Relationship Management (TP04EO)
Instructor
Savvy
Reviews
Course Overview
What Will Students Learn?
- 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
What Topics are Covered?
- What CRM is and who it serves
- Checklist for success
- Requirement driven product selection
- Considerations in tool selection
- Strategies for customer retention
- Building the future
- Homegrown vs. application service provider
- The development team
- Evaluating and reviewing your program
Course Content
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Academy Topics
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Learning Objectives
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Pre-Assignment
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Pre-Course Assessment
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Customer Relationship Management
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Customer Relationship Management in Your Everyday Life
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What’s in It for Me?
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What CRM Is and Who It Serves
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Different Faces of CRM
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Who is the Customer?
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Checklist for Success
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Evaluation Metrics
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Privacy Issues
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Requirement Driven Product Selection
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Requirement Driven Product Selection
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Determining Function
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Considerations in Tool Selection
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What’s Your Function in the Field?
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Getting Information In and Out
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Strategies for Customer Retention
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Getting More from Your Core
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Customer Scenarios
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Building the Future
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Roadblocks
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Selling CRM
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Homegrown vs. Application Service Provider
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A Broad Look
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A Closer Look
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The Development Team
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Evaluating and Reviewing Your Program
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Customer Profiles
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Customer Life Cycles
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Evaluating and Reviewing CRM
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Recommended Reading List
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Personal Action Plan
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Post-Course Assessment
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