CRM Training Courses and Workshops

Schools providing training courses, certificates, diplomas or degree programs of Customer Relationship Management




Total 274 training courses and degree programs available around the world.

United States - United Kingdom - Canada - Australia - India

Popular courses:
Customer Relationship Management (CRM)
Siebel CRM
SAP CRM
CRM
Microsoft Dynamics CRM 4.0 Applications
Microsoft dynamics crm 4.0


Sales Management in Microsoft Dynamics CRM 2013 (Certificate)

Course Format: Classroom
School/Trainer: DDLS
Training Center(s)/Venue(s): Adelaide, Brisbane, Canberra, Melbourne, Perth, Syndey, Australia
  V

This course introduces the capabilities of Sales Management in Microsoft Dynamics CRM 2013 that allow you to track and manage the sales process from potential to close. This course provides insight on sales process information, and introduces the tools available to analyze and report on sales information. This course guides you through the tools that help make the internal processes simpler and easier so your sales force can focus on what is important—creating a differentiated experience for your customers.

After completing this course, students will be able to:
•Understand the context of Sales Management and review real-life sales scenarios
•Identify how the various elements of the Microsoft Dynamics CRM 2013 Sales fit together
•Review the basic terminology used throughout the application.
•Review how the basic flow of sales activity in Microsoft Dynamics CRM begins with the entry of leads, and review ways to manage leads in Microsoft Dynamics CRM
•Identify the role of leads, and when they can be used
•Know the Lead to Opportunity process and the roles of these records.
•Work with Sales Literature in Microsoft Dynamics CRM.<... [Read More]

Customer Service in Microsoft Dynamics CRM 2013 (Certificate)

Course Format: Classroom
School/Trainer: DDLS
Training Center(s)/Venue(s): Adelaide, Brisbane, Canberra, Melbourne, Perth, Syndey, Australia
  V

This course focuses on how an organization can nurture customer satisfaction through automation of business processes within Microsoft Dynamics CRM 2013. This course provides an insight into all of the powerful Customer Service and Service Scheduling functionality capabilities within Microsoft Dynamics CRM 2013. Additionally, this course guides you through the process of working with your customers in Microsoft Dynamics CRM 2013, including: resolution of customer complaints and services issues cost effectively, and provides insight on managing all related correspondence, documents, contacts and conversations. This course demonstrates the rich and relevant view of your customer that provides your team with actionable insights, including the use of knowledge management in a centralized knowledge base.

After completing this course, students will be able to:
•Identify the key set of terms, phrases and elements to effectively work with Customer Service Scenarios and Terminology
•Recognize why cases are the fundamental record type in service management, and represent a single incident of service.
•Use Queues to organize and store Activities and Cases ... [Read More]

Customization and Configuration in Microsoft Dynamics CRM 2013 (Certificate)

Course Format: Classroom
School/Trainer: DDLS
Training Center(s)/Venue(s): Adelaide, Brisbane, Canberra, Melbourne, Perth, Syndey, Australia
  V

This course describes the techniques required to customize Microsoft Dynamics CRM to meet the specialized needs of businesses. The topics covered include security, creation and configuration of entities, design of forms views and charts, auditing and solutions. The course describes each topic and how each topic relates to the other topics to produce a full configured, effective solution.

At course completion, students will be able to:
•Design and implement strategies for the creation of Business Units and Security Roles
•Configure Microsoft Dynamics CRM Users and Teams
•Describe the principles of customizing the system
•Create and configure fields for both custom and system entities
•Create and configure custom entities, including standard and activity entities
•Design, create and configure relationships between entities
•Create and configure Views, Charts and Forms for both system and custom entities
•Implement Field Security and Access Team Templates in Microsoft Dynamics CRM
•Design, create and configure Solutions in Microsoft Dynamics CRM
•Design, create and configure Business Rules and Business Process Flo... [Read More]

Installation and Deployment in Microsoft Dynamics CRM 2013 (Certificate)

Course Format: Classroom
School/Trainer: DDLS
Training Center(s)/Venue(s): Adelaide, Brisbane, Canberra, Melbourne, Perth, Syndey, Australia
  V

This two-day training course provides individuals with the skills to install and deploy Microsoft Dynamics CRM 2013. The training material focuses on the components used within a Microsoft Dynamics CRM deployment, the hardware and software requirements needed to successfully deploy Microsoft Dynamics CRM, and the installation instructions for the primary Microsoft Dynamics CRM components: the Microsoft Dynamics CRM Server, the E-Mail Router, and Microsoft Dynamics CRM for Office Outlook. The course also covers upgrading from earlier versions, configuring an Internet-facing Deployment and administration tasks.

After completing this course, students will be able to:
•Describe the components that are required for a successful Microsoft Dynamics CRM implementation.
•Identify the hardware and software requirements for components of a Microsoft Dynamics CRM implementation.
•Install Microsoft Dynamics CRM Server.
•Install Microsoft Dynamics CRM Reporting Extensions.
•Install and configure the Microsoft Dynamics CRM E-mail Router.
•Describe the deployment methods for installing Microsoft Dynamics CRM for Outlook.
•Configure Claims-ba... [Read More]

Introduction to Microsoft Dynamics CRM 2011 (Certificate)

Course Format: Classroom
School/Trainer: DDLS
Training Center(s)/Venue(s): Adelaide, Brisbane, Canberra, Melbourne, Perth, Syndey, Australia
  V

This one-day instructor-led course provides an introduction to Microsoft Dynamics CRM 2011. The course focuses on the user interface and working with the application and provides a foundation for other Microsoft Dynamics CRM 2011 courses. The course describes Microsoft Dynamics CRM concepts, the Web interface, the Microsoft Dynamics CRM for Outlook interface, searching, and reporting.

After completing this course, students will be able to do the following:
•Describe at a high level key Microsoft Dynamics CRM concepts.
•Explain how customer records, addresses, notes, attachments, connection records, and activities are recorded in Microsoft Dynamics CRM and how to configure personal options.
•Work with records and views.
•Use Microsoft Dynamics CRM for Outlook to track and synchronize items and manage offline capability.
•Search and report on Microsoft Dynamics CRM data.

Extending Microsoft Dynamics CRM 2011 (Certificate)

Course Format: Classroom
School/Trainer: DDLS
Training Center(s)/Venue(s): Adelaide, Brisbane, Canberra, Melbourne, Perth, Syndey, Australia
  V

This course offers detailed and interactive information on how to develop extensions for Microsoft Dynamics CRM 2011, with focus on extension methods documented in the Microsoft Dynamics CRM SDK. It provides instruction on the use of a number of Common Platform Operations, on how to query and execute these operations, as well as on developing a concise understanding of business process implementation and workflows. In addition, the course describes how to use Plug-ins, application event programming, client extensions and web resources. Finally, it includes a summary overview of the integration between Windows Azure and Microsoft Dynamics CRM 2011.

After completing this course, students will be able to:
•Describe how Microsoft Dynamics CRM 2011 is extended and the core extensibility features.
•Use common methods to access system and custom entities, including the Security Model, business logic, xRM Framework and exceptions.
•Execute queries in the Microsoft Dynamics CRM database, including QueryAttribute, QueryByExpression, LINQ, FetchXM, filtered views and OData.
•Explain how the Organization Service web service interacts with Microsoft Dyn... [Read More]

Sales Management in Microsoft Dynamics CRM 2011 (Certificate)

Course Format: Classroom
School/Trainer: DDLS
Training Center(s)/Venue(s): Adelaide, Brisbane, Canberra, Melbourne, Perth, Syndey, Australia
  V

This course introduces the capabilities of Sales Management in Microsoft Dynamics CRM that allow you to track and manage the sales process from potential to close. It provides insight on using the Product Catalog and process sales information. It also introduces some of the tools used to analyze and report on sales information.

Key Topics

Module 1: Introduction

This module introduces the capabilities of Microsoft Dynamics CRM that allow you to track and manage the sales process from potential to close.

Lessons
•Overview of the Sales Process in Microsoft Dynamics CRM
•Core Records in the Sales Process
•Tracking Competitors and Managing Sales Literature
•Working with Leads
•Working with Opportunities
•Sales Processes, Workflows and Dialogs

Lab: Qualify and Convert Leads

Lab: Running a Dialog Process



Module 2: Working with the Product Catalog

This module describes the role of the product catalog in Microsoft Dynamics CRM and the benefits of using it. It shows the tasks that are required to configure a product catalog, including setting up and... [Read More]

Marketing Automation in Microsoft Dynamics CRM 2011 (Certificate)

Course Format: Classroom
School/Trainer: DDLS
Training Center(s)/Venue(s): Adelaide, Brisbane, Canberra, Melbourne, Perth, Syndey, Australia
  V

This course introduces you on how to use Microsoft Dynamics CRM to extend the effectiveness of your marketing department and provides context of how to use things such as marketing campaigns, marketing lists, and campaign templates in Microsoft Dynamics CRM. It also discusses the role of campaign activities and marketing lists in campaigns and discusses how to associate sales literature, target products and price lists with marketing campaigns.

After completing this course, students will be able to:
•Examine the benefits of closed loop marketing
•Create and use marketing lists
•Introduce quick campaigns and marketing campaigns
•Plan marketing campaigns and create and use templates
•Import leads
•Associate sales literature, target products and price lists with marketing campaigns
•Capture and manage campaign responses
•Create and manage sales goals for individuals and teams within your organization
•Use Personal Charts, System Charts, and Dashboards to analyze marketing information

Microsoft Dynamics CRM 2011 Customization and Configuration (Certificate)

Course Format: Classroom
School/Trainer: DDLS
Training Center(s)/Venue(s): Adelaide, Brisbane, Canberra, Melbourne, Perth, Syndey, Australia
  V

This course describes the techniques required to customize Microsoft Dynamics CRM to meet the specialized needs of businesses. The topics covered include Security, creation and configuration of entities, design of forms views and charts, auditing and Solutions. The course describes each topic and how each topic relates to the other topics to produce a full configured, effective solution.

After completing this course, students will be able to:
•Design and implement strategies for the creation of Business Units and Security Roles
•Create and configure Microsoft Dynamics CRM Users and Teams
•Describe the principles of customizing the system
•Create and configure fields for both custom and system entities
•Create and configure custom entities, including standard and activity entities
•Design, create and configure relationships between entities
•Create and configure Views, Charts and Forms for both system and custom entities
•Implement Field Security in Microsoft Dynamics CRM
•Configure and monitor audition on Microsoft Dynamics CRM components
•Design, create and configure Solutions in Microsoft Dynamics CRM, implem... [Read More]

SAP Customer Relationship Management (CRM)

Course Format: On-site
School/Trainer: Apcom IT Training
Training Center(s)/Venue(s): Birmingham, Warwick, United Kingdom
  V

The goal is towards SAP Customer Relationshsip Management (CRM) Certification course path. This course will introduce you to a wide range of tasks carried out with the SAP CRM Functional Module. At the end of the course, Delegates would have fully benefited from a complete hands-on experience with an overview of what it entails to be a SAP CRM Consultant.

Pre-requisites

Eager to take up a challenge and to achieve certification or to start a career with the SAP CRM Functional Module.


◾Overview of SAP and CRM roles
◾CRM Solution Overview
◾CRM Basic Data
◾CRM Base Customizing
◾CRM Business Transactions
◾CRM Middleware settings
◾Customer Interaction Centre (CIC)
◾Implementing Internet Sales
◾Implementing CRM- Marketing
◾Installed Base Management

Customer Relationship Management (CRM)

Course Format: Classroom
School/Trainer: ACTION DnA
Training Center(s)/Venue(s): Chennai, India

•Service Mindset
•Service Standards
•Customer Service ?Basics
•Communication for effective CRM
•Customer Interaction
•Service over Telephone
•Handling Customer Complaints
•Handling different types of Customers

Customer Relationship Management (CRM)

Course Format: Classroom
School/Trainer: Pace University
Training Center(s)/Venue(s): New York City, United States
  V

Focuses on customer relationship management (CRM) and the customer-driven, market-based management practices that enable a business to attract, satisfy, and retain customers profitably. Explores the proper use of CRM to more accurately evaluate the market place, evaluate competitors and their positioning, and determine the lifetime value of the customer. Focuses on techniques to track market conditions, market performance, and competition and develop superior customer solutions via benchmarking, customer analysis and value creation. Incorporates literature from academic and professional sources including current journal articles, white papers, case studies and software that focus on CRM issues. Classroom focus is primarily on case analysis and discussion.

Customer Relationship Management (CRM)

Course Format: Classroom
School/Trainer: Baruch College Continuing & Professional Studies
Training Center(s)/Venue(s): New York City, United States

In the high-pressure, fast-paced market of today, companies must grow along with their clients. Review the techniques and practical information needed to develop and nurture long-term customer relationships.

CRM

Course Format: Classroom
School/Trainer: Roosevelt University
Training Center(s)/Venue(s): Chicago, United States

The strategy of CRM. Topics include technologies (for marketing comunications, not IT profesionals), data-mining for CRM applications, salesforce automation, marketing optimization, digital aids to customer service, business intelligence and product personalization.

Customer Relationship Management (CRM)

Course Format: Classroom
School/Trainer: IIT Stuart School of Business
Training Center(s)/Venue(s): Chicago, United States
  V

In a world where it costs five times as much to acquire a new customer as it does to keep an existing relationship, companies are learning that they must manage those current customer relationships in order to survive. Around this insight, a new discipline has emerged, using some of the tools of database management and some of the new tactics of digital communication to reduce attrition and to maximize the lifetime value of a customer. Customer relationship management (CRM) is making fundamental changes in the way companies operate. It is a critical point of merger where e-business becomes a part of all business. This course will engage the student in the diagnosis of CRM issues, the building of CRM plans, the measurement of their effectiveness, and the new tools available to get all these things done economically in internet time.

Customer Relationship Management (CRM) (Certificate)

Course Format: Online
School/Trainer: DePaul University Continuing and Professional Education
Training Center(s)/Venue(s): Chicago, United States
  V

CRM is a strategic methodology that recognizes customers as the core of the business. Organizations are finding that if they enhance the customer experience, a relationship can form between the customer and the organization. Sustaining this relationship over time leads to customer satisfaction and loyalty, which enhances an organization&,#146,s competitive position and increases its profitability. Through case studies, practitioner guest speaking, class discussion, projects and presentations, you will gain a firm understanding of the key decision variables required to successfully adopt and use this methodology in B2C, B2B and B2B2C environments.

Syllabus

Week 1

Topics Covered
•Participant introductions and objectives
•Program overview
•Introduction to CRM theory
•Brief history of CRM development
•Organization implications including value chain incorporation

Class Work
•Case introductions and approaches
•Assignment logistics

Week 2

Topics Covered
•Data capture
•Data management
•Data transformation into knowledge
•Technology considerations, approaches... [Read More]

customer relationship management (CRM)

Course Format: Classroom
School/Trainer: DePaul University
Training Center(s)/Venue(s): Chicago, United States
  V

An in-depth study of customer relationship management (CRM) technologies and applications. The special focus will be on the application of CRM technologies for managing the customer lifecycle across Internet and offline channels. Topics include customer identification, data integration, personalization technologies, web and email interaction techniques, sales force automation applications, call centers, field service and logistics applications, customer self-service and customer knowledge management technologies. Students will review and compare specific eCRM technologies and develop an Internet customer interaction system to support an eCRM strategy in group project.

Customer Relationship Management (CRM)

Course Format: Online
School/Trainer: Texas Southern University
Training Center(s)/Venue(s): Houston, United States
  V

Customer Relationship Management uses technology to keep track of customer data, which can then be analyzed and used by companies and individuals. This course discusses how customer service management systems work and how they are used to provide better customer service. It is intended for general business audiences.

By the end of this course the learner will be able to:
•Define customer relationship management (CRM).
•Describe the purpose CRM systems serve in companies.
•State the benefits for using a CRM system.
•Explain data warehousing and data mining.
•List ways to leverage preferred customers.

Customer Relationship Management (CRM)

Course Format: Classroom
School/Trainer: Temple University School of Tourism and Hospitality Management
Training Center(s)/Venue(s): Philadelphia, United States
  V

This course focuses on the broad spectrum of Customer Relationship Management (CRM) and concentrates on concepts and practices related to building and maintaining customer loyalty and firm profitability in the tourism/hospitality businesses. It emphasizes customer profitability analysis and the profitable management of customer relationships. It covers innovative approaches to calculating the value of customers, managing customer portfolios, and making strategic decisions necessary to increase customer equity using value propositions. Some data mining/management examples will be used to illustrate the relevant CRM techniques.

Microsoft Dynamics CRM 2011 - Basic Customization

Course Format: Classroom
School/Trainer: UTA - Division for Enterprise Development
Training Center(s)/Venue(s): Austin, Arlington, Houston, United States
  V

Do you have a small to mid-sized business that&,#146,s looking to grow? And are you looking for an easy-to-learn and easy-to-use business solutions software that&,#146,s tailored to your market, designed for your business size, and dedicated to growing your business through happy customers? Then Microsoft Dynamics CRM might just be the right fit for you.
This course is intended for individuals who plan to implement, use, maintain, gain foundational knowledge, or support Microsoft Dynamics CRM in their organization. The student will focus on the user interface and working with the application, thereby gaining a foundation for customer relationship management concepts, Web interface, Outlook interface, searching, workflows, basic form customizations, and reporting. The student will learn to develop extension methods, Common Platform Operations, and integration.

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