CRM – An Introduction to Customer Relationship Management

Training Duration: 1 Days

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Learning Fields: ,

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

Overview

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

Module Value

This module supports capacity-building programmes by strengthening individual and team performance in institutional and organizational contexts. It can be adapted to public sector institutions, international development projects, and corporate environments, and integrated into broader reform or performance improvement initiatives.

Learning Objectives

  • The terms and benefits of CRM on a company’s bottom line
  • Analyse the different components of a CRM plan
  • Develop a checklist for readiness and success in CRM
  • Describe how CRM creates value for organizations and customers
  • Consider developmental roles that have the greatest impact on CRM

Core Content Areas

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

Practical Applications

  • Case-based discussion
  • Guided exercises
  • Group reflection
  • Action planning for workplace application
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