This course is designed to review the customer relationship management and how knowledge management systems can be used to leverage information within the organization.

Course Level: Introductory

Targeted Learners: This course is applicable for all employees that have a role in customer service or in any customer-facing position.

Learning Outcome: 

  • Demonstrate an understanding of the terms and benefits of CRM on a company’s bottom line
  • Analyze the different components of a CRM plan
  • Develop a checklist for readiness and success in CRM
  • Describe how CRM creates value for organizations and customers
  • Consider developmental roles that have the greatest impact on CRM
  • Define knowledge and knowledge management.
  • Identify various knowledge management theoretical models.
  • Explain how a properly implemented knowledge management program can improve efficiency.
  • Describe the steps for employing a new knowledge management program in an organization.
  • Identify the required components for implementing a knowledge management framework within an organization.