Course Overview
LEXX Live’ Customer Relationship instructor-led course introduces the different facets of Customer Relationship Management (CRM) applicable in Federal Workspaces. This training will address:
- Working through the benefits of CRM
- Analyze the different components of a CRM plan
- Describe how customer relationship management can provide value for organizations and customers
Schedule
Currently, there are no public classes scheduled. Please contact a LEXX LIVETraining Consultant to discuss hosting a private class at 301-258-8200.
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Course Outline
Overview
- Introductions
- Objectives
Customer Relationship Management (CRM)
- CRM in your everyday life
- What’s in it for me?
What CRM Is and Who It Serves
- Different faces of CRM
- Who is the customer
Checklist for Success
- Evaluation metrics
- Privacy issues
Requirement Driven Product Selection
- Requirement driven product selection
- Determining function
Considerations in Tool Selection
- What’s your function in the field
- Getting information in and out
Strategies for Customer Retention
- Getting more for your core
- Customer scenarios
Building the Future
- Roadblocks
- Selling CRM
Homegrown vs. Application Service Provider
- A broad look
- Close up
The Development Team
- Required members
- Optional members
Evaluating and Reviewing Your Program
- Customer profiles
- Customer lifecycles
- Evaluating and reviewing CRM
Wrapping Up
- Personal action plan
- Recommended reading list
- Evaluation
Customer Relations Training FAQ
This course is intended for:
– Managers
– Supervisors
– Team Members
There are no prerequisites or experience required to take this training course.
LEXX Live is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints re-garding registered sponsors may be submitted to the National Registry of CPE Sponsors through its web site: www.nasbaregistry.org
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