CRM: Introduction To Customer Relationship Management


This course will introduce the different facets of Customer Relationship Management (CRM). Our course will also help students to identify who their customers really are, analyze the key components of CRM, and understand how it can potentially integrate with their organization.

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  • American Express
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Course Outline:

Session One: Course Overview

Session Two: Customer Relationship Management

Session Three: What CRM Is and Who It Serves

Session Four: Checklist for Success

Session Five: Requirement-Driven Product Selection

Session Six: Considerations in Tool Selection

Session Seven: Strategies for Customer Retention

Session Eight: Building the Future

Session Nine: Homegrown vs. Application Service Provider

Session Ten: The Development Team

Session Eleven: Evaluating and Reviewing Your Program

Recommended Reading List

Post-Course Assessment

Personal Action Plan