Customer Relationships Training

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