CRM: An Introduction to Customer Relationship Management Self-paced, available March 1, 2016 Cost per enrollment: ENROLL Provides video lectures Provides opportunities to interact with the instructor or students Uses discussion forums
Full course description
CRM: An Introduction to Customer Relationship Management

This course is designed to review the customer relationship management and how knowledge management systems can be used to leverage information within the organization.

Course Level
This course is applicable for all employees that have a role in customer service or in any customer-facing position.
Targeted learners
This course would be applicable to all employees that have to gather, manage, and store information and manage customer related data for their work role and for sales purposes.
Learning objectives
  • Demonstrate an understanding of the terms and benefits of CRM on a company’s bottom line
  • Analyze the different components of a CRM plan
  • Develop a checklist for readiness and success in CRM
  • Describe how CRM creates value for organizations and customers
  • Consider developmental roles that have the greatest impact on CRM
  • Define knowledge and knowledge management.
  • Identify various knowledge management theoretical models.
  • Explain how a properly implemented knowledge management program can improve efficiency.
  • Describe the steps for employing a new knowledge management program in an organization.
  • Identify the required components for implementing a knowledge management framework within an organization.
Project Deliverables:
Components of this project
Instructional materials accompanying this course include:
  • Online course, totaling approx. 10 hours of course material and assignments.
Out-of-scope work
Possible constraints
Success Measures
The success of this course will be based on achieving the following:
  • 100% completion of all modules and discussion board.
  • A student score of 80% or higher on all written assignments and quizzes in the course.
  • A student score of 70% or better on the final course exam.
Find out more
View the full range courses. If you'd like further information on our qualifications services, contact the Qualifications team directly on 0007 294 0000 or fill out the form below and we'll get right back to you.
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