Introduction to Customer Relationship Management

Overview/Description
 Customer relationship management (CRM) has existed as long as there have been buyers and sellers of goods and services. But only recently have technological advancements allowed businesses to track and monitor customer behavior and satisfaction. Like never before, businesses are focused on retaining customers and increasing customer satisfaction. This course will help you focus on providing optimal service to your customers through CRM. Customers want more than just affordable prices; they also want service, support, and recognition. After finishing this course, you'll have a foundation for creating business practices that will create ongoing customer loyalty and value.

Target Audience
 Employees and managers interested in improving customer service

Expected Duration
3.0 hours

Lesson Objectives:

Fundamentals of CRM

  • recognize the value of implementing a CRM system.
  • select statements that define customer relationship management.
  • identify goals of implementing a CRM system.
  • identify the three stages of CRM.

    • CRM Implementation Considerations

  • recognize benefits of transforming a company's operations for a CRM system.
  • identify challenges of implementing a CRM system.
  • identify cycles of the CRM loop.
  • identify the components of CRM core competencies.

    • Integration of CRM

  • recognize benefits of integrating CRM into business operations.
  • integrate CRM to create a better understanding of customer needs in a given scenario.
  • integrate CRM to suit internal business needs in given situations.
  • determine how to involve the entire management team when implementing CRM in a given scenario.

    • Electronic CRM and Data Mining

  • recognize benefits of implementing electronic customer relationship management and data mining systems.
  • identify features of an electronic customer relationship management system.
  • identify how data mining facilitates business operations.
  • identify technical aspects of data mining.

    • Course Number: EBUS0111