Customer Relationship Management (CRM) is a strategy that allows a business to manage its customer and sales relationships.

How many loyalty cards are in your wallet, or on file at the local coffee shop? Some people have to carry a second wallet just to hold all their cards as they collect points and build a profile.

In this session, you’ll be introduced to customer relationship management, how influential it is in your life, and what’s in it for you.

We know almost instinctively that it’s less expensive to retain an existing customer than it is to find a new one. When we can actually report on that metric, our business strategies can practically define themselves.

In this session, you’ll learn about getting more business from your core customers by determining who they are.

The future looks bright, well, except for those roadblocks and unexpected setbacks! Are you ready for your plans to be challenged, and to present your case in a compelling way that moves your company forward?

In this session, you’ll consider what needs to be done to ensure the success of your CRM, and how to promote its usefulness in your organization.

Every time I make a purchase at my local craft store, they ask for my postal code. It is the most important piece of information they can collect so that they can determine where their customers are coming from.

In this session, you’ll consider the benefits and challenges of creating a CRM that suits your needs versus purchasing a system that has the features you want built in.

How big is your organization? Do you have access to the people that you need in order to create a CRM that will work for you? Who will you select, and why will those people be a part of the team?

In this session, you’ll learn about the different specialists who can contribute the best value to creating your CRM.

Implementing a program is only part of your task. These programs must be carefully analyzed to ensure that they are bringing value to your business and not just costing you money.

In this session, you’ll learn about the relationship between customer profiles, life cycles, and evaluating the CRM.

Now that you have completed this course on CRM: An Introduction to Customer Relationship Management, how will you use the things you have learned? Creating a personal action plan can help you to stay on track and on target. When you take responsibility for yourself and your results, you get things done!

In this session, you will be asked questions to help you plan your short-term and long-term goals. This final exercise is a way for you to synthesize the learning that you have done and to put it into practice.