Customer Relationship Management - Implementing CRM

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.

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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.. .

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Unit 1 Overview|Achieving CRM Goals|Identifying the Costs of CRM| - Identify the costs of CRM|Modifying Expenditures| - Identify the modifications to operations costs that ensure a customer-focused effort|Unit 2 Overview|Planning Implementation| - Identify the members of a CRM implementation team| - Match departments affected by CRM to the changes those departments will experience|Understanding Why CRM Programs Fail| - Match the reasons CRM programs fail with the appropriate method for overcoming failure|Testing Your CRM Program| - Identify the processes used to test a CRM program|Unit 3 Overview|CRM Pre-Implementation| - Sequence the steps for establishing strategies for building customer relationships|Implementing in Stages| - Identify the reasons CRM should be implemented in stages|The Implementation Process| - Sequence the steps for implementing CRM|

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