Buy CRM Course Materials

$60.00

SKU: CRMA Categories: ,

You can use these training course materials to present your own course on CRM skills.

Use these CRM course materials to also instruct your audience on the importance of customer relationships. The components of CRM. The various types of customers. And the different ways that an employee can affect CRM.

The course materials explore how Customer Relationship Management (CRM) refers to what a company does to manage all current and potential customer interactions.

You can use the content to instruct teams on CRM fundamentals like strategy, data management and segmentation.

Course participants will develop practical skills e.g., establishing rapport, meeting needs, creating positive customer experiences, and the factors that can cause customer relationships to fail..

Objectives.

Your participants will:

  • Understand the importance of customer relationships.
  • Understand the components of CRM.
  • Explore the factors that can cause customer relationships to fail.
  • Understand how employees can affect CRM.
  • Examine how to develop a customer-centred approach.
  • Understand various types of customers.
  • Explore potential impacts on business.

 

Topics Covered.

1. Introduction to CRM (customer relationship management)

  • Basic principles and applications of CRM.
  • How CRM systems can be introduced within organizations.
  • How CRM is both a product and a process.
  • The most effective ways to deliver CRM systems.

2. What is customer service?

  • Why we need customers.
  • What customers want.
  • The concept of integration.

3. What is the impact of CRM on the organization.

  • What are the competencies required for an effective CRM process.

3. Customer perspectives

  • Perspectives on selling within CRM environments.
  • How CRM practice fits within companies.

4. Understanding a customer-focused solution

  • How to manage customers and CRM systems.
  • Quality management skills.
  • Standards and continuous improvement.
  • The relationship between the QCT link and CRM as a business process.
  • The impact of CRM failure on companies.

 

What’s In The Download.

Instant access to everything you need.

  • Workbook.
  • Slides.
  • Instructor Manual.
  • 17 Free Training Games.
  • 17 Free Training Icebreakers.
  • 15 Practical Training Guides.
  • 2 Course Tests.
  • Activities/Exercises.
  • A Reading List.
  • A Course Advertorial.
  • An Action Plan.

Buy CRM Course Materials