TRAININGS > CRM - Customer Relationship Management Expert Training

CRM - Customer Relationship Management Expert Training
225.00 + VAT
Duration 1.5 Day(s) / 10.0 Hour(s)
CRM.201.E
15

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OVERVIEW

WHY PARTICIPATE?

Customer Relationship Management - Expert Training is aimed to enable the participants to learn;

- The standard available operations of CRM with respect to creating a customer in standard way, by using fast entry feature, converting a Candidate to Customer/Vendor/Both, managing contacts and actions.

- To manage the Opportunity Management, Issue Management and Customer Survey Management process.

- To generate the necessary CRM reports for further analysis.

TARGET AUDIENCE

- CRM Specialists

- CRM Consultants

- CRM Project Managers

- Marketing Associates

- CRM Developers & Business Analysts

PRE-REQUISITES

Pre-Training Preparation: Participants are expected to go through the related process documentation available on web portal or in the system.

Level of Knowledge:

- Having basic knowledge of CRM processes.

- Prior participation in CRM - Customer Relationship Management End User Training is highly desirable.

Required Materials: Notebook

TARGET COMPETENCIES

- Customer lifecycle process management

- New Opportunities Management

- Issues Management

- CRM Survey management & Reporting

PURPOSE OF TRAINING

At the end of Customer Relationship Management - Expert Training, the participants will be able to;

- Create new customer/vendor/candiate records using the CRM module via standard as well as fast entry feature,

- Manage customer/vendor/candiate contact information and related actions,

- Create and Manage potential upselling opportunities, define competitors, corresponding actions for the opportunities,

- Manage customer interaction via Batch Letter/Mail/Action Management, Customer Survey Entry and Creating planned actions,

- Generate the required reports like Opportunities Multi Report, Actions List, Customer Sales Analysis, etc. for further analysis and decision making.

TRAINING METHODOLOGY

- CRM - Customer Relationship Management Expert Training is held in a training room. However, training can also be provided via teleconference for the offices in other cities.

- After the theoretical sessions, dummy records are used for practice by the participants.

- Participants are allowed to create their own dummy records for practice purposes.

- Training index and content are shared as printed and/or digitally with the participants to provide a lasting learning experience.

TRAINING INDEX

CRM.201.E - CRM - Customer Relationship Management Expert Training


1 - CRM Overview

1.1 - Customer Relationship Management

2 - CRMT01 Customer Relationship Management

2.1 - CRMT01 - Overview

2.2 - Creating New Customer By Reference

2.3 - Creating New Customer with Fast Entry

2.4 - Customer Editing

2.5 - Customer Show

2.6 - Customer Listing

2.7 - Customer Delete

2.8 - Creating New Candidate / Fast Entry / Create By Reference

2.9 - Editing Candidate

2.10 - Listing Candidate

2.11 - Deleting Candidate

2.12 - Viewing Candidate

2.13 - Convert Candidate to Customer/Vendor/Both

2.14 - Merge of Company

A - Workshop

3 - Customer Relationship Management - Contact Persons

3.1 - Contact Persons

4 - Customer Relationship Management - Actions

4.1 - Actions Overview

4.2 - Creating New Action

4.3 - Editing Action

B - Workshop

5 - Customer Relationship Management - History

5.1 - Customer History List

6 - Customer Relationship Management - Other Tabs

6.1 - Customer Relations Diagram

6.2 - Batch Invoice Settings

6.3 - Dynamic Print Settings

7 - Customer Relationship Management - Other Features

7.1 - Adding Relations With Opportunities, Create New Opp. via CRMT01

7.2 - Create New Sales Doc. via CRMT01

7.3 - Creat sales doc. "By Reference" via crmt01

8 - CRMT02 Opportunities Management

8.1 - Opportunities Management - Overview

8.2 - Opportunity Management

8.3 - Editing Opportunity

8.4 - Showing Opportunity

8.5 - Deleting Opportunity

8.6 - Listing Opportunity

8.7 - Opportunities with Bidding Type

8.8 - Create or Relate an Offer

8.9 - Create a new purchase offer request

8.10 - Creating and associating actions with CRMT02 and CRMT09

8.11 - Sending E-Mails

C - Workshop

9 - CRMT03 Batch Letter/Mail/Action Management

9.1 - Batch Letter/Mail/Action Management

10 - CRMT04 Planned Actions

10.1 - Create Planned Actions & Customer Relations Process

10.2 - Listing Planned Action

D - Workshop

11 - CRMT09 Issue Management

11.1 - Create Issue & Material, Actions, Relations Process

11.2 - Editing Issue

11.3 - Showing Issue

11.4 - Deleting Issue

11.5 - Listing Issue

E - Workshop

12 - CRMT15 Customer Survey Entry

12.1 - Customer Survey Entry process

12.2 - Customer Survey Editing

12.3 - Customer Survey Listing

12.4 - Customer Survey Show

12.5 - Customer Survey Delete

13 - CRMT16 Survey Transaction and Evaluation

13.1 - Customer Survey Evaluation

F - Workshop

14 - CRM Reports

14.1 - Competitors Defining on Opportunities & Creating Relation From Material to Competitor

14.2 - Cust.-Material & Mat.Cond-Cust. Discount Policy

14.3 - Actions List

14.4 - Opportunities Multi Report

14.5 - Customer Sales Analysis

14.6 - Customer & Contacts List

14.7 - Customer & Contact Verification

G - Evaluation and Exam
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