wooden cube with CRM text (Customer Relationship Management) and crumbled paper on table background. Financial, marketing and business concepts

CRM: An Introduction to Customer Relationship Management


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This course will teach you how to make a decision about the need for CRM, the benefits of CRM, and how to coordinate the base requirements for a CRM undertaking.

  • Duration: 2 hours.
  • Access period 30 days.
  • Self-Study Guide provided.
  • Quick Reference Guide provided.
  • Certificate of Completion provided.
  • Content last updated January 2020.
  • A full description of the course is located below.


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Take a look in your wallet. How many points, rewards, and loyalty cards do you have? These are all examples of Customer Relationship Management (CRM) programs. What does your company offer to reward existing customers and gain new ones?

As with many significant undertakings, undergoing a CRM review (even simply considering its implementation) requires learners to analyse technical and complicated systems. This one-day workshop 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.

Have you been considering training your team in Customer Relationship Management but don’t have the time to prepare all of technical and complicated systems theories involved? Don’t worry! Phil Gray Consulting has put together CRM: An Introduction to Customer Relationship Management to make it easy for your leaders to teach their team how to implement CRM in their business, beginning with the basics of terminology and whether or not customer relationship strategies are right for them, and moving on to how to use CRM to improve client relationships and the ins and outs of effective client management.

How You Will Benefit:

  • Develop an understanding of the terms and benefits of CRM on a company’s bottom line
  • Analyse 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 organisations and customers
  • Consider developmental roles that have the greatest impact on CRM

What You Will Cover:

  • What CRM is and who it serves
  • Checklist for success
  • Requirement driven product selection
  • Considerations in tool selection
  • Strategies for customer retention
  • Building the future
  • Homegrown vs. the application service provider
  • The development team
  • Evaluating and reviewing your program


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