Training course

Customer Relationship Management (CRM) explained... simply...

Customer Relationship Management (CRM) is a popular notion. There are numerous companies trying to explain the concept of CRM and a similar number of vendors trying to sell CRM software and services.

The purpose of this course is to convey the business principles of CRM to time-short decision-makers from all levels and disciplines of an organisation in jargon-free language. The way in which the introduction of CRM technology will affect a business is also discussed. This highly interactive half-day course will answer the following questions:

• What is CRM?
• Why is it used by organisations?
• When should it be adopted?
• Where should it be used in an organisation?
• Who should be involved in the planning process?
• Who will benefit from the use of CRM?
• What does the data tell us?
• Who are the key suppliers of CRM technology and services?
• CRM and Business Intelligence

Delegates will benefit from individual and group tuition from a facilitator who is a CRM specialist, Chartered Marketer and who spends time working with industry analyst companies that examine technology and service markets. At the end of the session, each delegate will be provided with a comprehensive booklet that delves deeper into the concept of CRM.

Guaranteed benefits:

• Better understanding of CRM and its business implications

• Better use of decision-makers' time (ie instead of wading through a wealth of information)

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