Course outline for
CRM: An Introduction to Customer Relationship Management
CRM: An Introduction to Customer Relationship Management Course Outline
Session One: Course Overview
Course Overview
Learning Objectives
Pre-Assignment
Pre-Course Assessment
Session Two: What is CRM?
Customer Relationship Management in Everyday Life
CRM Value
Session Three: Benefits of CRM
Advantages of Using CRM
Session Four: How to Determine Readiness for CRM
Readiness Questionnaire
Session Five: How to Implement CRM
Preparing to Implement CRM
Case Study: Legend
Best Practices
Session Six: Determining the Type of CRM System
Types of CRM Systems
Session Seven: Considerations in CRM Tool Selection
How to Choose a CRM Platform
Technical Requirements
Making Connections
Session Eight: Data Collection
What Data to Collect and How to Collect It
Privacy Issues
Session Nine: Loyalty Programs
What is a Loyalty Program?
Session Ten: Evaluating and Reviewing a CRM Program
Evaluating and Reviewing CRM
Session Eleven: CRM and AI
Artifical Intelligence
Personal Action Plan
Course Summary
Recommended Reading List
Post-Course Assessment
Pre- and Post-Course Assessment Answer Keys
Pre-Course Assessment
Post-Course Assessment
Assignment Answer Key
Session Two: What is CRM?
Session Three: Benefits of CRM
Session Five: How to Implement CRM
Session Six: Determining the Type of CRM system
Session Seven: Considerations in CRM Tool Selection
Session Eight: Data Collection
Session Eleven: CRM and AI
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