CRM: An Introduction to Customer Relationship Management Course Outline

CRM: An Introduction to Customer Relationship Management

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


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