CRM: An Introduction to Customer Relationship

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Session One: Course Overview
1
- 1.1
  Course Overview
Session Two: Customer Relationship Management
2
- 2.1
  Customer Relationship Management in Your Everyday Life
- 2.2
  What’s in It for Me?
Session Three: What CRM Is and Who It Serves
1
- 3.1
  Different Faces of CRM
Session Four: Checklist for Success
2
- 4.1
  Evaluation Metrics
- 4.2
  Privacy Issues
Session Five: Requirement Driven Product Selection
2
- 5.1
  Requirement Driven Product Selection
- 5.2
  Determining Function
Session Six: Considerations in Tool Selection
2
- 6.1
  What’s Your Function in the Field?
- 6.2
  Getting Information In and Out
Session Seven: Strategies for Customer Retention
2
- 7.1
  Getting More from Your Core
- 7.2
  Customer Scenarios
Session Eight: Building the Future
2
- 8.1
  Roadblocks
- 8.2
  Selling CRM
Session Nine: Homegrown vs. Application Service Provider
2
- 9.1
  A Broad Look
- 9.2
  A Closer Look
Session Ten: The Development Team
1
- 10.1
  The Development Team
Session Eleven: Evaluating and Reviewing Your Program
3
Assessment
1
- 12.1
  CRM: An Introduction to Customer Relationship
  20 Questions