CRM: An Introduction to Customer Relationship Management

As with many significant undertakings, undergoing a CRM review (even simply considering its implementation) requires learners to analyze technical and complicated systems. This workshop 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.

How You Will Benefit:

• 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 a checklist for readiness and success in CRM
• Develop an understanding of how CRM creates value for organizations and customers
• Consider developmental roles that have the greatest impact on CRM

Programme Outline

• 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. the application service provider
• The development team
• Evaluating and reviewing your program