CRM education certifies the comprehensive knowledge of CRM functionality and parameterization of Sales, Marketing, Customer Service and SLA Functions of a business. ES Foundation course is a prerequisite.
Day I
- Definitions – Functionality Ι
- CRM – Fields of Functionality
- Main Entities such as Contact Management
- Workflows, Scheduling, Communication, knowledge Base
- Integrated communication via email, Outlook, CTI, Fax, SMS
- Processes Ι: Sales Force Automation (SFA)
- Processes ΙΙ: Marketing
Day II
- Functionality ΙΙ – Parameterization – Practical Training
- Processes ΙΙΙ: Service & SLA
- Processes IV : Subscriptions
- Parameterization Data
- Data Base Structure
- Implementation Steps and Methodology
- Practical training and exercises
