Phoenix TS

Customer Relationships Training

Course Overview

Our 2-day, instructor-led Customer Relationships Training course introduces the different facets of Customer Relationship Management (CRM). This training will address:

  • Working through the benefits of CRM
  • Analyzing the different components of a CRM plan
  • Describing how customer relationship management can provide value for organizations and customers


Currently, there are no public classes scheduled. Please contact a Phoenix TS Training Consultant to discuss hosting a private class at 240-667-7757.


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Course Outline


  • Introductions
  • Objectives

Customer Relationship Management (CRM)

  • CRM in your everyday life
  • What’s in it for me?

What CRM Is and Who It Serves

  • Different faces of CRM
  • Who is the customer

Checklist for Success

  • Evaluation metrics
  • Privacy issues

Requirement Driven Product Selection

  • Requirement driven product selection
  • Determining function

Considerations in Tool Selection

  • What’s your function in the field
  • Getting information in and out

Strategies for Customer Retention

  • Getting more for your core
  • Customer scenarios

Building the Future

  • Roadblocks
  • Selling CRM

Homegrown vs. Application Service Provider

  • A broad look
  • Close up

The Development Team

  • Required members
  • Optional members

Evaluating and Reviewing Your Program

  • Customer profiles
  • Customer lifecycles
  • Evaluating and reviewing CRM

Wrapping Up

  • Personal action plan
  • Recommended reading list
  • Evaluation

Customer Relations Training FAQ

Who should take the Customer Relations Training course?

This course is intended for:
– Managers
– Supervisors
– Team Members

Is experience require to attend Customer Relations Training?

There are no prerequisites or experience required to take this training course.

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