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CRM: An Introduction to Customer Relationship Management

Churchill Square Training & Development
Course summary
6 hours
39 - 1,450 GBP
English
Open / Scheduled
Next available date: Contact provider for more information - Distance
Course Dates
United Kingdom
Worldwide - Contact provider for more information  (English)
1,450 GBP
Worldwide eLearning - contact provider  (English)
39 GBP
Distance
Contact provider for more information 
39 GBP

Course description

customer relationship management

CRM: An Introduction to Customer Relationship Management

As with many significant undertakings, undergoing a CRM review (even simply considering its implementation) requires learners to analyse technical and complicated systems. This course 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. 

What Topics are Covered?

  • 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. application service provider
  • The development team
  • Evaluating and reviewing your programme

What’s Included?

  • Instruction by an expert facilitator if required
  • Specialised manual and course materials
  • Personalised certificate of completion

Suitability - Who should attend?

This course is a MUST DO course for anyone working with customers or stakeholders in any capacity. It is essential for businesses and organisations.

Outcome / Qualification etc.

What Will Students Learn?

  • 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
  • Describe how CRM creates value for organizations and customers
  • Consider developmental roles that have the greatest impact on CRM

Training Course Content

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 programmes 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 programmes 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 programmes 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. 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 Programme

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.

 

Expenses

The course costs from £1450, eLearning and distance learning from £39

About provider

Churchill Square Training & Development

Churchill Square Training & Development

At Churchill Square, as a training provider we believe a strong combination of academic, practical, organisational and leadership skills and experience is what makes us unique. All of our consultant team and associates have a proven track record as  training...


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Contact info

Churchill Square Training & Development

Churchill Square Consulting Ltd
118 Pall Mall
SW1Y 8EA London

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www.churchillsquareconsulting.com