Customer relationship management (CRM) introduction

(business vs software)

AIms of the course

  • How to approach customers and understand their business                 (BA process)
  • Learn how CRM works and get to know CRM environment
  • How to apply CRM for different industries and markets
  • Understand difference between process and software


  • Understanding the logic behind CRM systems
  • Business analysis (analysis of business processes and finding gaps for improvement)
  • Data import, generating new data and data manipulation
  • User, role and team administration
  • Creating new fields and modules for specific customer with developer tools without software development knowledge
  • Understanding integration process with different systems inside the company
  • Working with different departments and creating reports for different management levels
  • Train the trainers

gained skills

  • Get familiar with CRM environment
  • How to generate and understand sales, marketing and customer care data
  • Creating reports for different management levels
  • Present results to management
  • Gain knowledge to become CRM administrator