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