Customer Relationship Management Customer Relationship Management

Customer Relationship Management


Date of Class:


Last Day To Enroll:

395.00 395.00

  • Course Delivery: Virtual Classroom
  • Language: English

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This course introduces the benefits of creating customer loyalty, developing a market intelligence enterprise, and incorporating customer relationship management in a company. Students will learn how to create customer loyalty, define the four marketing tiers, define, the four types of CRM, define the CRM process, and evaluate critical success factors. Course activities also cover the goals and cost of CRM, CRM pre-implementation strategies, the CRM implementation process, tactics used to test CRM, and ways to modify operations costs to become customer focused. Students will also learn how to manage customer relationships over the Internet, identify the characteristics of eCRM, automate processes with eCRM, and customize eCRM interfaces for each type of eCRM user.

The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure student success.

Course Objectives

Lesson objectives help students become comfortable with the course, and also provide a means to
evaluate learning. Upon successful completion of this course, students will be able to:

  • Build a loyal customer base.
  • Understand the basics of CRM.
  • Prepare for CRM expenditures and implementation planning.
  • Understand eCRM fundamentals and eCRM automation.
  • Customize eCRM and set eCRM goals.

Topics Covered

Unit 1: Customer loyalty
  • Topic A: Customer loyalty
  • Topic B: Market intelligence enterprise

Unit 2: CRM basics
  • Topic A: Customer information
  • Topic B: A CRM program

Unit 3: Preparations for CRM
  • Topic A: CRM and expenditures
  • Topic B: Implementation planning

Unit 4: CRM implementation
  • Topic A: CRM implementation preparation
  • Topic B: The implementation process

Unit 5: eCRM
  • Topic A: eCRM fundamentals
  • Topic B: eCRM and automation

Unit 6: eCRM customization and goals
  • Topic A: eCRM customization
  • Topic B: eCRM goals


There are no prerequisites for this course.


Subject Matter Expert

Productivity Point Global is led by a team of individuals with world-class experience in professional development skills and leading edge technologies. These established professionals collaborate to drive PPG's business forward through entrepreneurial innovation, strategic partnerships, brand management and sales growth.
Productivity Point Global, previously ExecuTrain of Florida, began in 2003 and evolved out of a desire to increase our outreach both nationally and internationally. Utilizing the highest standard in customer service combined with our subject matter experts and high-end training venues, PPG has carved a niche by consistently expanding our corporate and government client base, originally hosted in the southeastern region of the US.
By consistently setting quality as the benchmark of our value system, PPG combines strategic partnerships and cutting edge technology with our determined efforts to branch out into other regions. PPG's combination of technology and professional skills training, IT outsourcing, and event hosting enables us to place a focused emphasis on the diversified business needs of our clients.
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