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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.

This training course will help you teach participants how to:

  • Work through the benefits of CRM on a company’s bottom line
  • Analyze the different components of a CRM plan
  • Describe how customer relationship management can provide value for organizations and customers, and more.

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.

Course outline-

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

Learner/Instructor Guide

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.

Student Manual

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.

Exercise Workbook

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.

Sample Files

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.

Powerpoint Deck

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 Guide

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.