Tools Required Supporting Your CRM Program:

• Technology.
• Using technology to maximize the benefits derived from customer relationships.
• Hardware and software.
• Technologies in use today.
• The technologies of tomorrow.
• People.
• Executing a CRM plan.
• Assuring a positive customer experience.
• How employees can maximize the customer's positive experience.
• How to support employees operating in a CRM work environment.
• Structure.
• The foundations of CRM.
• Orderliness.
• Processes.
• Metrics.
• Ensuring that the business functions smoothly for both employees and customers.
• Understanding the business.
• Customers.
• Products.
• Process segmentation.
• How to communicate within the organization to ensure that people function as a cohesive team.
• Metrics for monitoring and assessing the business and customer relationships