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CRM: An Introduction to Customer Relationship Management
Course Overview
Course Overview
Learning Objectives
Pre-Assignment
Pre-Course Assessment
Customer Relationship Management
Customer Relationship Management
Customer Relationship Management in Everyday Life
What's in It for Me?
Making Connections
What CRM Is and Who It Serves
What CRM Is and Who It Serves
Different Faces of CRM: Introduction
Background Information
Making Connections
Who is the Customer?
Checklist for Success
Checklist for Success
Evaluation Metrics
Readiness Questionnaire Instructions
Readiness Questionnaire
Readiness Questionnaire Scoring
Privacy Issues
Tips and Information
What Does This Mean for You?
Requirement Driven Product Selection
Requirement Driven Product Selection
Requirement Driven Product Selection
Case Study
Case Study
Case Study
Determining Function
Determining Function
Considerations in Tool Selection
Considerations in Tool Selection
What's Your Function in the Field?
Making Connections
Getting Information In and Out
Making Connections
Strategies for Customer Retention
Strategies for Customer Retention
Getting More from Your Core
Getting More from Your Core
Making Connections
Making Connections
Customer Scenarios
Customer Scenarios
Steps for Success
The Real Purpose
Building the Future
Building the Future
Roadblocks
Process
Image
Privacy
Emergency
Selling CRM
Homegrown vs. Application Service Provider
Homegrown vs. Application Service Provider
Introduction
Changing Requirements
Complexity
Integration
Contract Bungling
A Closer Look
The Development Team
The Development Team
Required Members
Optional Members
Evaluating and Reviewing Your Program
Evaluating and Reviewing Your Program
Customer Profiles
Making Connections
Customer Life Cycles
Customer Life Cycle
Customer Life Cycle
Customer Life Cycle
Evaluating and Reviewing CRM
A Personal Action Plan
A Personal Action Plan
Starting Point
Where I Want to Go
How I Will Get There
Summary
Summary
Recommended Reading List
Recommended Reading List
Post-Course Assessment
Post-Course Assessment
Course Completion
Course Completion
Homegrown vs. Application Service Provider
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