CRM: An Introduction to Customer Relationship Management: 1 Day Onsite Training
This one-day course will help participants to get introduced to the different facets of Customer Relationship Management (CRM). The course will help delegates to identify who their customers really are, analyze the key components of CRM, and understand how it integrates within an organization.
Successful participation will help delegates 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
Who should attend?
This training is suitable for individuals looking forward to gain increased knowledge of CRM.
Participants will spend the first part of the day in getting to know fellow participants and discussing what will take place during the workshop. They will also get the opportunity to identify their personal learning objectives.
The topics covered during the day are:
Customer Relationship Management
To begin, participants will look at what CRM programs they are involved in and how these programs have affected their lives. Participants will also explore the meaning of CRM and its potential value.
What CRM Is and Who It Serves
Next, participants will look at different types of CRM programs and the needs they can serve.
Checklist for Success
This session will explore evaluation metrics and privacy issues.
Requirement Driven Product Selection
During this session, participants will look at the Requirement Driven Product Selection process. This process involves defining the business need (or pain or problem, depending on the issue), deciding which functions are needed to meet the requirements, and then defining the products that support the selection.
Considerations in Tool Selection
This session will look at ways to narrow the scope of their field and to get the right people to move their CRM program along.
Strategies for Customer Retention
Next, participants will explore ways to retain customers through a large group discussion.
Building the Future
During this session, participants will explore the four pillars of CRM and how they can use them to help others embrace the CRM plan.
Homegrown vs. Application Service Provider
Participants will look at the advantages and disadvantages of developing a program in-house versus using an Application Service Provider.
The Development Team
This session will give participants the framework for building a stellar CRM team.
Evaluating and Reviewing Your Program
To conclude the day, participants will look at some evaluation tools, including customer profiles and life cycles.
At the end of the day, students will have an opportunity to ask questions and fill out an action plan.
This course is also offered in the e-learning format. The cost of the e-learning course is $199.
For detailed pricing of the on-site training kindly inquire.
About Mainstream Corporate Training
Mainstream Corporate Training-- Engaging Professional Development
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