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Customer Relationship Management: Implementing CRM introduces the student to the goals of CRM, the costs of CRM, and ways to modify operations costs to become customer focused. The program also details CRM pre-implementation strategies, the CRM implementation process, and tactics used to test CRM.

Learning Objectives
  • Identify the costs of CRM
  • Identify the modifications to operations costs that ensure a customer-focused effort
  • Identify the members of a CRM implementation team
  • Match departments affected by CRM to the changes those departments will experience
  • Match the reasons CRM programs fail with the appropriate method for overcoming failure
  • Identify the processes used to test a CRM program
  • Sequence the steps for establishing strategies for building customer relationships
  • Identify the reasons CRM should be implemented in stages
  • Sequence the steps for implementing CRM
  • Audience

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