New Horizons Computer Learning Center
410-597-9722

Customer Relationship Management

Course Length: 1 Day

Overview:
In this course, students will develop customer loyalty and incorporate an effective and cost-efficient customer relationship program.

Course Objectives:
Upon successful completion of this course, students will be able to:

• Identify the benefits of loyal customers, create loyal customers, develop customer relationships, and implement the goals of a market intelligent enterprise
• Identify the goals and types of customer relationship management, and develop a customer relationship management program
• Manage and reduce costs associated with CRM implementation, and plan a CRM implementation
• Redesign work processes, identify reasons for implementing CRM in stages, and implement CRM
• Identify the features and disadvantages of eCRM, and automate CRM through eCRM
• Customize eCRM and achieve CRM goals through eCRM

Course Content

Lesson 1: Customer Loyalty

• Customer loyalty
• Market intelligence enterprise

Lesson 2: CRM Basics

• Customer information
• A CRM program

Lesson 3: Preparations for CRM

• CRM and expenditures
• Implementation planning

Lesson 4: CRM Implementation

• CRM implementation preparation
• The implementation process

Lesson 5: eCRM

• eCRM fundamentals
• eCRM and automation

Lesson 6: eCRM Customization and Goals

• eCRM customization
• eCRM goals

6940 Tudsbury Road, Baltimore, MD 21244
P: 410-597-9722
www.nhbaltimore.com