MCTadmin
MCTadmin
MCTadmin
MCTadmin
MCTadmin
While it is true that Workplace Politics are at play in every organization, it does not necessarily mean that there is discrimination in the workplace. Not all politics are bad and understanding how the interconnections between a team of people can lead to success for each team member as well as the company.
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.
This course will help you teach participants how to:
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.
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.
Next, participants will look at different types of CRM programs and the needs they can serve.
This session will explore evaluation metrics and privacy issues.
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.
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.
During this session, participants will explore the four pillars of CRM and how they can use them to help others embrace the CRM plan.
Participants will look at the advantages and disadvantages of developing a program in-house versus using an Application Service Provider.
This session will give participants the framework for building a stellar CRM team.
To conclude the day, participants will look at some evaluation tools, including customer profiles and life cycles.
At the end of the day, students will have an opportunity to ask questions and fill out an action plan.
