To be employable in today's sales world, you need hands-on skills relevant to the field. You must have what employers need and also be able to implement it and get the right results.

This course will examine how to select the best CRM software for your organization based on your specific industry and business operation and outline the various implementation levels.

There will be evaluation quizzes focused on ensuring that you have a full grasp of the subject matter.

Module 1: Introduction to CRM: What is Customer Relationship Management?

• Impact of IT and Globalization on CRM
• Evolution of CRM and Classifications
• The Value Pyramid
• Customer Interaction Cycle
• Customer Profiling and Total Customer Experience
• Goals of a CRM Strategy and Obstacles
• CRM Solutions Map
• Customer Centric Enterprise (CCE)
• Discussing People, Processes and Technology
• CRM in Various Industries
• Misconceptions about CRM CRM

Module 2: Managing Processes in CRM

• Different Processes and Information Flow
• Customer Lifecycle Management (CLM)
• Customer Lifetime Value (CLV)
• Contact Management
• Activity Management
• Issue Management
• Workflow Management
• Sales Force Automation (SFA)
• Opportunity Management
• Marketing Automation
• Collaboration Processes
• Enterprise Portals and Dashboards
• Assessing CRM readiness
• CRM implementation challenges

Module 3: CRM Tools (Classifications of CRM Tools)

• Microsoft Dynamics CRM 3.0
• Sugar CRM
• VtigerCRM 5
• Open CRX
• Compiere ERP and CRM
• Salesforce CRM
• Zoho CRM
• BATOI CRM
• Hubspot