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CRM: An Introduction to Customer Relationship Management Training

Fully Customisable

This one-day course will help you introduce the different facets of Customer Relationship Management (CRM) to participants and show them how to identify who their customers really are, analyze the key components of CRM, and understand how it integrates within an organization.

This course will help you teach participants how to:
- 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 their checklist for readiness and success in CRM.
- Identify how CRM creates value for organizations and customers.
- Identify developmental roles that have the greatest impact on CRM.

Learn more... Course Outline 

 

Target Audience

The Courseware Company’s products are typically purchased by IT and business skills training providers, schools and colleges or corporate training departments. Content can also be bought and customised by freelance trainers for their own customers.

 

What You Actually Receive

  • Student manual Fully customisable. May be opened in any wordprocessor and changed to meet your exact needs. 1
  • Trainer manual Fully customisable with additional information for trainers. 2
  • Ice breakers and class activities Fully customisable. Delivered as a folder full of activities for your students. 3
  • PCQ - Pre-Course Questionnaires Fully customisable. Ensures you can get a fully understanding of your delegates expectations, requirements and current skill levels before they attend the course. 4
  • Content overview Fully customisable. Comprehensive course overview to help you market your course to your customers. 5
  • Presentations Fully customisable. Complete set of PowerPoint slides for use by the trainer. 6
  • Additional reading... Fully customisable. Give your students some recommended further reading materials for this course. 7
  • Sales information sheets Fully customisable. Information sheets to help you sell your course to your employees or external customers. 8

The Courseware Company (established in the early 1990s and part of gtslearning) is the only European authorised reseller of Velsoft courseware materials and print licences. Velsoft offers fully customisable training materials, delivered online and fully supported with instructor resources and student study tools.

To get started, just open this training courseware in your favourite word processor. You can fully customise the materials to suit your exact learning needs and include your own branding. Your own tailor-made course, delivered 'off-the-peg' and saving you thousands of pounds in development time and man-hours. Just press print and the perfect learning experience is yours to deliver.

You Also Receive

  • Fully customisable Sold on a site licence basis, you can tailor the courseware to meet specific learning or corporate requirements. 1
  • Instant download Content is available to download immediately after purchase. Backup CDs are also available. 2
  • Proven Our course materials are used in hundreds of training centres around the world. Every course is fully beta tested and validated in the classroom before undergoing a full production release. 3
  • Simple... No need to invest in expensive DTP applications - all files are easily editable in any word processor. 4
  • Print on demand You only need to print exactly what you need, when you need it. 5
  • Totally flexible Courses can be modified to meet specific requirements. Sections can be removed. New content added. One or more titles can be combined. Whatever your training requirements, our courseware can help you meet that need. 6
  • Unlimited users Content is sold on a site licence basis. You can train as many staff or employees at that location as you like. Forever! 7
  • Buy once. Use forever! You’re buying a perpetual licence. One payment gives you an unlimited site licence for use as long as you need it. 8
  • No limits! Unlike some content providers, our licence enables you to reprint the courseware as many times as you like. 1 student or 100,000, it doesn’t matter... 9

CRM: An Introduction to Customer Relationship Management Training 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.

CRM: An Introduction to Customer Relationship Management Courseware

  • Fully Customisable
  • Add your own name & logos
  • Unlimited reprinting rights
  • Unlimited number of users
  • No annual renewal fees

Soft Skills, Business Skills and Computer Training Courseware by The Couseware Company

The UK’s Number One choice for Customisable Soft Skills, Business Skills and Computer Training courseware

Want to deliver the best Business Skills or Computer Training courses to your students? The Courseware Company is the UK’s leading supplier of fully Customisable business skills courseware licences.

Content is available for many business disciplines as well as Microsoft Office, Adobe and many other training products. Essentially, we’ve packaged the classroom   prep time into an affordable, effective product.

Bundle and Save

This course can be purchased individually or as part of the Sales and Marketing Bundle. Also included in this bundle are: