Overview
This course will introduce the different facets of CRM and identify who the customers really are. It will also analyze the key components of CRM and explore how it can be integrated within an organization.
As with many significant undertakings, undergoing a CRM review (even simply considering its implementation) requires learners to analyze technical and complicated systems. This 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.
Learning Outcomes
At the end of this course, you will be able 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 Outline
- 2.1: Customer Relationship Management in Your Everyday Life
- 2.2: What’s in It for Me?
- 3.1: Different Faces of CRM
- 3.2: Who is the Customer?
- 4.1: Evaluation Metrics
- 4.2: Privacy Issues
- 5.1: Requirement Driven Product Selection
- 5.2: Determining Function
- 6.1: What’s Your Function in the Field?
- 6.2: Getting Information In and Out
- 7.1: Getting More from Your Core
- 7.2: Customer Scenarios
- 8.1: Roadblocks
- 8.2: Selling CRM
- 9.1: A Broad Look
- 9.2: A Closer Look
- 11.1: Customer Profiles
- 11.2: Customer Life Cycles
- 11.3: Evaluating and Reviewing CRM
Price: US$165
Course Features
- Modules 12
- Duration 3 Weeks
- Content Type Text & media
- Assessment Yes
- Pass Percentage 70%
- Certificate Yes
