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Provided by: Serebra Learning Corporation

Customer Relationship Management Fundamentals of CRM

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Customer Relationship Management: Fundamentals of CRM introduces the student to the benefits of creating customer loyalty, developing a market intelligence enterprise, and incorporating customer relationship management into your company. The program also details the three steps a company can take to create customer loyalty, the four marketing tiers, the four types of CRM, and the four steps of the CRM process, as well as critical success factors a company should evaluate before using a specific type of CRM. 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.

Training Avaliability and Delivery

This is primarily online training
on-line e-learning cbt (computer based)This is an online eLearning or CBT training program
Contact Serebra Learning Corporation for more information
Schedule:4 hours
Training Presented in:English
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Training Program Details

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.

Topics

Unit 1: Creating Customer Loyalty

  • Identify the benefits of creating loyal customers.
  • Sequence the steps for creating loyal customers.
  • Identify the steps for creating loyal customers.
  • Match the tiers of marketing with their correct descriptions.
  • Identify the goals of a market intelligence enterprise.
  • Simulation Overview.

Unit 2: Principles of CRM

  • Identify the department that is most responsible for implementing CRM.
  • Match the four types of customer relationship management with their descriptions.
  • Identify the goals of CRM.
  • Simulation Overview.

Unit 3: Choosing a CRM Program

  • Sequence the steps of the CRM process.
  • Identify the actions to take during each step of the CRM process.
  • Identify the advantages of using CRM systems.
  • Identify the disadvantages of using CRM systems.
  • Identify internal CS

Objectives

Upon completion of this course, the student will be able to:
  • Identify the steps for creating loyal customers.
  • Identify the goals of a market intelligence.
  • enterprise.
  • Match the four types of customer relationship management with their descriptions.
  • Select the goals of CRM.
  • Sequence the steps of the CRM process.
  • Identify CSF evaluation questions.
  • Select warning signs to look for when choosing a CRM system.

About Serebra Learning Corporation - Training Provider

Serebra Learning Corporation - Serebra Learning Corporation provides technology-based training solutions through a combination of Cortex, its proprietary learning management system (LMS), and a curriculum catalog with over 1,825 current courseware titles. Founded in 1987 (as FirstClass Systems, with a name change to Serebra in 2001), Serebra has over sixteen years" experience delivering e-learning solutions to both...
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This page was last updated on sb5 - 07/19/08 at 07:08:47 - 04:03:17