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Leading Edge Training

Introduction_to_CRM Course Details

This course will help you teach participants how to:

  • Develop an understanding of the terms and benefits of CRM on a company's bottom line.
  • Analyze the different components of a CRM plan.
  • Develop their checklist for readiness and success in CRM.
  • Identify how CRM creates value for organizations and customers.
  • Identify developmental roles that have the greatest impact on CRM.


Managers, Sales staff, Client service personnel




1 Day


$183.80 If you are currently resident in South Africa you will need to pay VAT at 14%.   *Discount available

Note: information may change without notice.

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About Introduction_to_CRM

Customer relations management and forming lasting partnerships with customers is crucial to the success of modern business.

Course Outline

You will spend the first part of the day getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.

  • Customer Relationship Management
    • To begin, participants will look at what CRM programs they are involved in and how these programs have affected their lives. Participants will also explore the meaning of CRM and its potential value.
  • What CRM Is and Who It Serves
    • Next, participants will look at different types of CRM programs and the needs they can serve.
  • Checklist for Success
    • This session will explore evaluation metrics and privacy issues.
  • Requirement Driven Product Selection
    • During this session, participants will look at the Requirement Driven Product Selection process. This process requires defining the business need (or pain or problem, depending on the issue), deciding which functions are needed to meet the requirements, and then defining the products that support the selection.
  • Considerations in Tool Selection
    • This session will look at ways to narrow the scope of your field and to get the right people to move your CRM program along.
  • Strategies for Customer Retention
    • Next, participants will explore ways to retain customers through a large group discussion.
  • Building the Future
    • During this session, participants will explore the four pillars of CRM and how they can use them to help others embrace the CRM plan.
  • Homegrown vs. the Application Service Provider
    • Participants will look at the advantages and disadvantages of developing a program in-house versus using an Application Service Provider.
  • The Development Team
    • This session will give participants the framework for building a stellar CRM team.
  • Evaluating and Reviewing Your Program
    • To conclude the day, participants will look at some evaluation tools, including customer profiles and life cycles.
  • Workshop Wrap-Up
    • At the end of the day, students will have an opportunity to ask questions and fill out an action plan.

Delivery Method

Instructor Led classroom based training. Scheduled classes are normally held in Woodmead - near to Sandton in Johannesburg, Gauteng, South Africa. Stationary and textbook included. Refreshments, including 2 tea breaks and a cooked meal for lunch are provided for full time courses. Light finger meals are supplied for part time courses.

Scheduled Dates

There are currently no up and coming Introduction_to_CRM courses scheduled.You may request that the course be scheduled. If you are interested please click here to fill out an enquiry form.


For clients who want to enjoy the convenience of public transport, consider the Gautrain. Our training premises in Woodmead is located near the Morning Glenn Mall Bus Stop. If organised by prior arrangement we will collect delegates from the afore mentioned bus stop at no extra charge. Direction to the bus stop are as follows:

Take the Gautrain to the Sandton station.
Take the S2 Bus to Morning Glenn Mall.
We will collect you at 8:30 directly from the bus stop.


Please submit a query on the course page and we will be able to advise you on hotels and guest houses close to the training facility.