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Customizable SoftSkills Courseware for

An Introduction to Customer Relationship Management

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Training materials for 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 participants the basics they need to make a decision about the need for CRM, its benefits, and how to coordinate the base requirements for a CRM undertaking.

Highlights of what participants will learn:

  • 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.

 

Learn more... Course Outline

What you Actually Receive with An Introduction to Customer Relationship Management

An Introduction to Customer Relationship Management, like each course title in the Velsoft suite of customizable courseware titles, comes complete with teaching resources that include detailed Instructor Guides, Student Manuals, Quick Reference Guides, Icebreakers & Activities, Lesson Plans, pre-made PowerPoint slides, and more.

  • Instructor Guides
  • Student Training Manuals
  • Lesson Plans
  • Quick Reference Guides
  • Ice Breakers & Activities
  • Pre-Assignments
  • PowerPoint Slides

  • An Introduction to Customer Relationship Management Course Outline

  • Introduction and Course Overview

    You will spend the first part of the day getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.

  • Customer Relationship Management

    To begin, participants will look at what CRM programs they are involved in and how these programs have affected their lives. Participants will also explore the meaning of CRM and its potential value.

  • What CRM Is and Who It Serves

    Next, participants will look at different types of CRM programs and the needs they can serve.

  • Checklist for Success

    This session will explore evaluation metrics and privacy issues.

  • Requirement Driven Product Selection

    During this session, participants will look at the Requirement Driven Product Selection process. This process requires defining the business need (or pain or problem, depending on the issue), deciding which functions are needed to meet the requirements, and then defining the products that support the selection.

  • Considerations in Tool Selection

    This session will look at ways to narrow the scope of your field and to get the right people to move your CRM program along.

  • Strategies for Customer Retention

    Next, participants will explore ways to retain customers through a large group discussion.

  • Building the Future

    During this session, participants will explore the four pillars of CRM and how they can use them to help others embrace the CRM plan.

  • Homegrown vs. the Application Service Provider

    Participants will look at the advantages and disadvantages of developing a program in-house versus using an Application Service Provider.

  • The Development Team

    This session will give participants the framework for building a stellar CRM team.

  • Evaluating and Reviewing Your Program

    To conclude the day, participants will look at some evaluation tools, including customer profiles and life cycles.

  • Workshop Wrap-Up

    At the end of the day, students will have an opportunity to ask questions and fill out an action plan.