Customer Relationship Management Training

More Than a Database: Customer Relationship Management 101

Program Overview

This program introduces the different facets of customer relationship management (CRM) to participants and show them how to identify who their customers really are, analyze the key components of CRM, and understand how it integrates within an organization.

Program Objectives

At this program's conclusion, participants should be able to:

• Develop an understanding of the terms and benefits of CRM on a company's bottom line.
• Analyze the different components of a CRM plan.
• Develop their 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.

The following outline highlights some of the course's key learning points. As part of your training program, we will modify content as needed to meet your business objectives. Upon request, we will provide you with a copy of the participant materials prior to the session(s).

Course Outline

Connecting with Customers: Customer Relationship Management

To begin the day, 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. Next they will look at different types of CRM programs and the needs they can serve.

What Exactly Are We Managing: Requirement Driven Product Selection

During the next segment, participants will look at the requirement driven product selection process. This process requires 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.

But Wait; Don't Leave: Strategies for Customer Retention

This next part of the program discusses ways to engage and retain customers. They will explore the four pillars of CRM and how they can use them to help others embrace the CRM plan.

How Are We Going to Do This?:Homegrown vs. the Application Service Provider

Participants will look at the advantages and disadvantages of developing a program in-house versus using an Application Service Provider.

What Can We Do to Measure?: Evaluating and Reviewing Your Program

To conclude the day, participants will look at some evaluation tools, including customer profiles and life cycles.

At the conclusion of the program participants will have a solid understanding of the concept of CRM and what it can do to retain customers.