Due to Covid-19 safety restrictions PhoenixTS will temporarily be unable to provide food to our students who attend class at our Training Center; however, our Break Areas are currently open where students will find a constant supply of Coffee, Tea and Water. Students may bring their own lunch and snacks to eat in our breakrooms or at their seat in the classroom or eat out at one of the many nearby restaurants.
Course Overview
Our 2-day, instructor-led Customer Relationships Training course introduces the different facets of Customer Relationship Management (CRM). This training will address:
- Working through the benefits of CRM
- Analyzing the different components of a CRM plan
- Describing how customer relationship management can provide value for organizations and customers
Schedule
Currently, there are no public classes scheduled. Please contact a Phoenix TS Training Consultant to discuss hosting a private class at 240-667-7757.
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Course Outline
Overview
- Introductions
- Objectives
Customer Relationship Management (CRM)
- CRM in your everyday life
- What’s in it for me?
What CRM Is and Who It Serves
- Different faces of CRM
- Who is the customer
Checklist for Success
- Evaluation metrics
- Privacy issues
Requirement Driven Product Selection
- Requirement driven product selection
- Determining function
Considerations in Tool Selection
- What’s your function in the field
- Getting information in and out
Strategies for Customer Retention
- Getting more for your core
- Customer scenarios
Building the Future
- Roadblocks
- Selling CRM
Homegrown vs. Application Service Provider
- A broad look
- Close up
The Development Team
- Required members
- Optional members
Evaluating and Reviewing Your Program
- Customer profiles
- Customer lifecycles
- Evaluating and reviewing CRM
Wrapping Up
- Personal action plan
- Recommended reading list
- Evaluation
Customer Relations Training FAQ
This course is intended for:
– Managers
– Supervisors
– Team Members
There are no prerequisites or experience required to take this training course.
Due to Covid-19 safety restrictions PhoenixTS will temporarily be unable to provide food to our students who attend class at our Training Center; however, our Break Areas are currently open where students will find a constant supply of Coffee, Tea and Water. Students may bring their own lunch and snacks to eat in our breakrooms or at their seat in the classroom or eat out at one of the many nearby restaurants.
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