Customer Relationship Management - Implementing CRM Overview/Description Target Audience Expected Duration Lesson Objectives Course Number Overview/Description
Customer Relationship Management: Implementing CRM introduces the student to the goals of CRM, the costs of CRM, and ways to modify operations costs to become customer focused. The program also details CRM pre-implementation strategies, the CRM implementation process, and tactics used to test CRM.
Target Audience
This series is intended for managers, supervisors, customer service representatives, and anyone within an organization who wants to better understand the techniques of building customer loyalty. It is recommended that individuals take the first course in the series or have equivalent knowledge.. .
Expected Duration (hours)
3.0
Lesson Objectives Customer Relationship Management - Implementing CRM
Identify the costs of CRM
Identify the modifications to operations costs that ensure a customer-focused effort
Identify the members of a CRM implementation team
Match departments affected by CRM to the changes those departments will experience
Match the reasons CRM programs fail with the appropriate method for overcoming failure
Identify the processes used to test a CRM program
Sequence the steps for establishing strategies for building customer relationships
Identify the reasons CRM should be implemented in stages
Sequence the steps for implementing CRM
Course Number: en_US_44032_ng