CRM – An Introduction to Customer Relationship Management Course
This one-day training course will help learners/trainers introduce the different facets of Customer Relationship Management (CRM). Our coursewill also help participants to identify who their customers really are, analyze the key components of CRM, and understand how it can potentially integrate with their organization.
Our Soft Skills training materials are straightforward for learners/trainers to purchase, download, and customize. Our course pricing and flexibility allows you to pay once and train as many times as you like. You can enhance the training offered by customizing the training materials (it’s really easy!) adding your logo and corporate colors, or simply deliver it as is.
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
Session Five: Requirement Driven Product Selection
Requirement Driven Product Selection
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
Session Eight: Building the Future
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 Life Cycles
Evaluating and Reviewing CRM
Recommended Reading List
Pre- and Post-Assessment Answer Keys
Personal Action Plan
Our Learner/Instructor Guides are the core of each training course. They lay out the training in simple, easy-to-follow instructions. You can also customize the Learner/Instructor Guides in order to personalize your training.
Each Instructor Guide – for each course – is paired with a Student Manual that you can present to your participants. This customizable Student Manual gives each participant the student version of the course you will be learning/teaching.
Whether or not you choose to introduce exercises into your learning/training is up to you as the learner/facilitator. In case you want to do this we offer you an Exercise Workbook (also customizable) that is specific to the course you are offering.
Each course title comes with a Lab Workbook loaded with activities and exercises to practice and reinforce the learners’ understanding of the course objectives. Pre-made Sample Exercise Files are provided for use with the Lab Workbook so that you, as the learner/trainer, do not have to prepare activity working files.
The course is designed to give you everything you need for use in the classroom or workshop. This includes the PowerPoint versions of all the courses, prepared for you in advanced.
Quick Reference Guides are a favourite tool for learners/trainers to provide to their learners. Each Quest Reference Guide summarizes the most important elements in each course title down to two pages.