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’s 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