Customer Relationship Mgt Implementing CRM

Training Provided by 123-CBT Computer Based Training 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.

Learn To

• Identify ways to achieve CRM goals and focus on customers.
  
• Identify the roles of a CRM implementation team.
  
• Match the reasons CRM programs fail to the appropriate method for overcoming failure.
  
• Identify the method for pilot testing CRM strategies.
  
• Match departments affected by CRM to the changes those departments will experience.
  
• Sequence the steps for implementing CRM.

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

Total Learning Time

2 to 4 hours

Objectives

Unit 1: Becoming Customer Focused (0.5 - 1 hour)

• Identify ways to achieve CRM goals and focus on customers.
  
• Identify the costs of CRM.
  
• Identify the modifications to operations costs that ensure a customer-focused effort.
  
• Simulation Overview:
  
• In this simulation, you are a representative of ConTrol-Tac Systems, an Icon-owned subsidiary that provides CRM solutions to external organizations. Today, you will be meeting with Marcus Robinson, Elizabeth Williams, and Mildred Parcells, three members of the Board of Directors for The Glen, a non-profit organization that provides summer camping experiences for disadvantaged children and their families. With revenue down in three of the past four years, the Board received a proposal from The Glen's marketing staff outlining why the implementation of a CRM system would help focus marketing efforts and help build relationships with clients and potential clients. Intrigued by the proposal, the Board of Directors agreed to investigate the possibility of implementing CRM. Your goal for the simulation is to explain how CRM can help The Glen achieve its goals and identify ways that the organization can modify expenditures to ensure a customer-focused effort.

Unit 2: Preparing to Implement CRM (0.5 - 1 hour)

• Identify the roles of a CRM implementation team.
  
• Identify the members of a CRM implementation team.
  
• Match departments affected by CRM to the changes those departments will experience.
  
• Identify how each department is affected by CRM.
  
• Match the reasons CRM programs fail to the appropriate method for overcoming failure.
  
• Identify why CRM programs fail.
  
• Identify the processes used to test a CRM program.
  
• Simulation Overview:
  
• In this simulation, you will be meeting with Ronald Spear, Director of Information Services; Caroline

  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

  Click here for more information or to take this course

Customer Relationship Mgt Implementing CRM --

About The Training Provider: 123-CBT Computer Based Training

More Customer Relationship Management Training from 123-CBT Computer Based Training

• Customer Relationship Management Series
• Customer Relationship Mgt eCRM
• Customer Relationship Mgt Fundamentals of CRM