CRM: An Introduction to Customer Relationship Management


This one-­‐day course introduces the different facets of Customer Relationship Management (CRM). It will also helps participants learn how to identify who their customers really are, analyze the key components of CRM, and understand how it integrates within an organization.

This course will teach participants how to:

  • Demonstrate an understanding of the terms and benefits of CRM on a company’s bottom line
  • Analyze the different components of a CRM plan
  • Develop a checklist for readiness and success in CRM
  • Describe how CRM creates value for organizations and customers
  • Consider developmental roles that have the greatest impact on CRM


Anyone in contact with customers


One Day

Delivery Method

Instructor Led classroom based training. Training to he held at TopFloor inclusive of :-

  • trainer,
  • training manual,
  • certificate of participation,
  • note pads & pens,
  • Flip Chart,
  • Technical assistance on site,
  • Internet access,
  • Tea/Coffee station & Biscuits, Water, Sweets and Lunch

Course Overview

  • Customer Relationship Management
  • What CRM Is and Who It Serves
  • Checklist for Success
  • Requirement Driven Product Selection
  • Considerations in Tool Selection
  • Strategies for Customer Retention
  • Building the Future
  • Homegrown vs. Application Service Provider
  • The Development Team
  • Evaluating and Reviewing Your Program
  • Workshop Wrap-­‐Up