Course outline for
CRM: An Introduction to Customer Relationship Management
CRM: An Introduction to Customer Relationship Management Course Outline
How to Use This Guide
Session One: Course Overview
Session Two: Customer Relationship Management
Customer Relationship Management in Your Everyday Life
What’s in It for Me?
Session Three: What CRM Is and Who It Serves
Different Faces of CRM
Who is the Customer?
Session Four: Checklist for Success
Evaluation Metrics
Privacy Issues
Session Five: Requirement Driven Product Selection
Requirement Driven Product Selection
Determining Function
Session Six: Considerations in Tool Selection
What’s Your Function in the Field?
Getting Information In and Out
Session Seven: Strategies for Customer Retention
Getting More from Your Core
Customer Scenarios
Session Eight: Building the Future
Roadblocks
Selling CRM
Session Nine: Homegrown vs. Application Service Provider
A Broad Look
A Closer Look
Session Ten: The Development Team
Session Eleven: Evaluating and Reviewing Your Program
Customer Profiles
Customer Life Cycles
Evaluating and Reviewing CRM
Recommended Reading List
Post-Course Assessment
Pre- and Post-Assessment Answer Keys
Personal Action Plan
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More Course Outlines in this Series
- Body Language: Reading Body Language as a Sales Tool
- Branding: Creating and Managing Your Corporate Brand
- Building Relationships for Success in Sales
- Call Center Training: Sales and Customer Service Training for Call Center Agents
- CRM: An Introduction to Customer Relationship Management
- Dynamite Sales Presentations
- Overcoming Objections to Nail the Sale
- Prospecting for Leads like a Pro
- Selling Smarter
- Telemarketing: Using the Telephone as a Sales Tool
- Social Selling for Small Businesses
- Trade Shows: Getting the Most Out Of Your Trade Show Experience