CARTHENA ADVISORY


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 one-day 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.

  • Develop an understanding of the terms and benefits of CRM on a company‚Äôs 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

  • 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

  • Instruction/facilitation will be led virtually OR on-site

  • Interactive class sessions driven by case studies and real life scenarios

  • Specialized workbook, quick reference guides and handouts for participants

  • Personalized certificate of completion

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