Customer Relationship Mgt Fundamentals of CRM

Training Provided by 123-CBT Computer Based Training 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.

Learn 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.

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.

Deployment Options

e-Learning

Accreditation

NASBA credits: 3 CPE Credits

CEU credits: 0.30 CEUs

Language Options

US English

2 to 4 hours

Objectives

Unit 1: Creating Customer Loyalty (0.5 - 1 hour)

• 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:
  
• In this simulation, you are a Marketing Director for Lillian Alley Enterprises, an Icon-owned venture. Lillian Alley, the founder of the company, is a Home, Garden, and Entertaining expert with media and retail divisions. Analyses of the demographics of Lillian's market show that it is made up of middle to upper class American women, both career women and homemakers, in the age range of 30-70. As the head of Marketing, you meet with Lillian and Greg Baldwin, her Executive Business Assistant, on a regular basis to discuss marketing strategy. You have recently heard that a competitor is going to launch a television show, syndicated column, and product line, which would directly compete with Lillian Alley. At this meeting, you want to recommend that Lillian Alley Enterprises develops itself as a market intelligence enterprise and discuss with Lillian and Greg which marketing tier would best serve the company's needs.

Unit 2: Principles of CRM (0.5 - 1 hour)

• 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:
  
• In this simulation, you will meet with Brian Tharpe, Director of Sales, and Anita Cobb, Director of Marketing, in the Consumer Credit branch

  This is primarily online training This is an online eLearning or CBT training program This program may be available on CD Contact 123-CBT Computer Based Training for more information

  Training Presented in: English

Customer Relationship Mgt Fundamentals of CRM --

About The Training Provider: 123-CBT Computer Based Training

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