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    CRM: An Introduction to Customer Relationship Management

    SKU: 1221373 Categories: , , Tags: , , ,

    This Customer Relationship Management course will introduce the different facets of  CRM and identify who the customers really are. It will also analyze the key components of CRM and explore how it can be integrated within an organization.

    As with many significant undertakings, undergoing a Customer Relationship Management review (even simply considering its implementation) requires learners to analyze technical and complicated systems. This course sorts through a myriad of information and brings you the basics you need to make a decision about the need for CRM, its benefits, and how to coordinate the base requirements for a CRM undertaking.

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    Learning Objectives

    This course will help you 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

    COURSE OUTLINE (click for details)

    You will spend the first part of the day getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.

    Customer Relationship Management

    To begin, participants will look at what CRM programs they are involved in and how these programs have affected their lives. Participants will also explore the meaning of CRM and its potential value.

    What CRM Is and Who It Serves

    Next, participants will look at different types of CRM programs and the needs they can serve.

    Checklist for Success

    This session will explore evaluation metrics and privacy issues.

    Requirement Driven Product Selection

    During this session, participants will look at the Requirement Driven Product Selection process. This process requires defining the business need (or pain or problem, depending on the issue), deciding which functions are needed to meet the requirements, and then defining the products that support the selection.

    Considerations in Tool Selection

    This session will look at ways to narrow the scope of your field and to get the right people to move your CRM program along. Strategies for Customer Retention Next, participants will explore ways to retain customers through a large group discussion.

    Building the Future

    During this session, participants will explore the four pillars of CRM and how they can use them to help others embrace the CRM plan.

    Homegrown vs. Application Service Provider

    Participants will look at the advantages and disadvantages of developing a program in-house versus using an Application Service Provider.

    The Development Team

    This session will give participants the framework for building a stellar CRM team.

    Evaluating and Reviewing Your Program

    To conclude the day, participants will look at some evaluation tools, including customer profiles and life cycles.

    Workshop Wrap-Up

    At the end of the day, students will have an opportunity to ask questions and fill out an action plan.

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    PROGRAM INCLUDES

    Experienced trainer

    Interactive format

    Accelerated adult learning

    Participant manual

    Certificate of Completion

    The Mainstream Advantage

    OUR GUARANTEE:

    Our high impact and interactive training programs have been skillfully researched and are designed to provide each participant with powerful, specific tools and knowledge. If any participant feels that they did not receive great value, effective tools or skills, they are asked to contact our customer satisfaction department. We will honour a 70% refund to the individual who has expressed (in writing) the reason for their dissatisfaction.  We believe that if you have not received what we have promised to deliver, then you are entitled to a refund.

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    ONLINE LEARNING

    Learning at your convenience.
    If time, geography, or just about any thing else is standing between you and the learning your want or need; our Online Learning may be the perfect solution. Designed for convenience and impact, we have broken down our training topics into simple sessions and sections that provide you the opportunity to start, stop and resume your learning -from anywhere, at any time. Now you get to decide where and when the right time is to expand your knowledge and skills.

    $279.00 USD

    IN-PERSON

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    Hands down Live Training is our most popular and requested format, whether on-site, virtual classroom, or as a lunch & learn. Participants are engaged in an interactive experience with the trainer and other participating team members. Live training sessions range from a single day to a multi-part or ongoing training series. Whichever your choice, Mainstream will craft and tailor your experience to ensure it is specific, relevant and unique to your team. Something you certainly will Not receive is a pre-formatted, pre-scripted, one-size fits all training experience. We know that every team has unique learning needs and situations, therefore your training should be too. Our free program customization service aims to meet unique or custom training needs. Why settle for a program that gives you almost what you need; our team thrives on giving you Exactly what you need.
    In Person
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    In Person Training

    The traditional classroom style of training remains our Most Popular and Most Requested format.  On-site training provides participants with an in-person facilitator who will work directly with the team, whether for a single training session or a training series.  The Mainstream team will craft and tailor your experience to ensure that your training session is specific, relevant and unique to your audience while meeting your learning objectives. Why settle for ‘pre-formatted, pre-scripted, one-size fits all’ training programs, when our team is able to customize a program that is just right for you?  We know that every team has unique learning needs, situations and that they come from a variety of industries, each having unique customer needs and demands.  Our programs can be scaled to accommodate time restraints, unique learning needs and even industry or company nuances and barriers.

    Don’t settle for a program that gives you almost what you need; our team wants to give you Exactly what you need.

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    Virtual Room

    Delivering traditional onsite training results …virtually!

    We’ve officially changed the rules and redefined what is possible in the world of soft skills learning. Our unique technology, accompanied by honed delivery methodology, have successfully replicated the traditional classroom-style training environment, allowing it to exist online.

    Most online training solutions limit participants’ responses to keystrokes or to single person conversations because -with inferior technology- group discussions become distorted and confusing to follow.  Our Virtual Room has eliminated those barriers and encourages learning through meaningful instructor feedback, skills modelling and engaging group discussion, without visual or audio distortion

    The Virtual Room is for any organization seeking a flexible substitute to traditional onsite training; whether to lower costs, eliminate unnecessary travel or to simply ease the burden of demanding work schedules.

    Lunch & Learn
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    Lunch & Learn

    A Lunch and Learn session is an onsite or virtual learning program with a facilitator-led session sharing valuable information and skills on an area of identified learning interest.  It’s a great break away from a traditional training program, allowing your team the opportunity to learn while enjoying their lunch. Due to the limited time, the program focuses on specific learning concepts and skills.   It is an interactive session that quickly targets and reveals learning objectives that are predetermined by the training organizer.   Lunch & Learn sessions are also great as a training series, providing progressive learning programs for developing skills in a ‘bite-sized’ format.

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    Matt Dunlop - Program Specialist
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    In today’s workplace, trying to coordinate a single day or location for a group can be a challenge and at times costly. We understand that the needs of our clients are varied so we have made accessing interactive learning as convenient as a click of a button. From single to multi-person registrations this option has provided convenience for many; a live webinar or prescheduled workshop may offer the perfect solution.
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