Courseware and Training Materials

What's included?
What’s included?
Available for delivery as a download from our web server or provided on CD, this courseware package includes the following resources to make your trainer’s life much, much easier.

This courseware package includes:

	Student Manual. Fully customisable. May be opened in any wordprocessor and changed to meet your exact needs.
	Trainer manual. Fully customisable with additional information for trainers.
	Ice breakers and class activities. Fully customisable. Delivered as a folder full of activities for your students.
	Content overview. Fully customisable. Comprehensive course overview to help you market your course to your customers.
	PowerPoint presentations. Fully customisable. Complete set of PowerPoint slides for use by the trainer.
	Sales information sheets. Fully customisable. Information sheets to help you sell your course to your employees or external customers.
	Additional reading… Fully customisable. Give your students some recommended further reading materials for this course.

To get started, just open this ‘Customer Relationship Management’ training courseware in your favourite word processor. You can fully customise the materials to suit your exact learning needs and include your own branding. Your own tailor-made course, delivered ‘off-the-peg’ and saving you thousands of pounds in development time and man-hours. Just press print and the perfect learning experience is yours to deliver.

Course outline
Course outline

Introduction

These days, many companies compete for your attention and, in return, customers expect to get things that are either free (samples of food, free products in their mail box, free chapters from a book, special reports) or with heavy discounts (using points or rebates for travel, getting generous coupons on products, “buy ten get one free” programs) from the companies that they are loyal to. CRM is about creating sustainable connections between an organization and its customers. It evolved in the late 1990s as a way to redefine customer and company relations, mostly with the help of computerized measurement tools.

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

Highlights of what participants will learn:

• Develop 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;
• Develop an understanding of how CRM creates value for organizations and customers;
• Consider developmental roles that have the greatest impact on CRM

Course contents

• Introduction and Course Overview 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. the 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

FAQs

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