Proposed five-day professional program. Approximately 25-30 training hours. Final arrangements are confirmed in the written proposal.
Course Overview
Plan customer relationship management implementation around processes and user needs.
This proposed five-day program combines practical case analysis, guided exercises and peer discussion. Participants adapt the course concepts to organizational circumstances and prepare a crm adoption and readiness roadmap.
Learning Outcomes
Assess customer processes and crm objectives.
Evaluate data readiness and migration planning.
Apply a structured approach to roles and workflow configuration requirements.
Develop practical recommendations for user enablement and adoption tracking.
Prepare and present a crm adoption and readiness roadmap.
Who Should Attend
Business analysts, digital service owners, IT coordinators and transformation professionals.
Relevant work experience is recommended. The participant profile, prerequisite knowledge and case complexity are reviewed during planning.
Training Methodology
Facilitated discussion, worked examples, anonymized case analysis, practical exercises, peer review and an applied final assignment.
Learning assessment may include a baseline discussion, review of exercise outputs and a final presentation. Attendance and completion requirements are confirmed in the proposal.
Course Tools and Templates
Customer processes and CRM objectives worksheet – proposed exercise document.
Data readiness and migration planning worksheet – proposed exercise document.
Roles and workflow configuration requirements worksheet – proposed exercise document.
User enablement and adoption tracking worksheet – proposed exercise document.
CRM adoption and readiness roadmap – proposed exercise document.
Delivery Requirements
Classroom, live online and in-house delivery can be arranged by agreement. The trainer, language, venue or platform, timetable and required materials are confirmed in writing.
A laptop may be needed for analytical or planning activities. Software availability, licenses and access requirements are agreed before delivery.
Course Customization
The indicative five-day sequence can be adapted to participant experience, industry context and agreed learning objectives. Final dates, fees, agenda, certificate details and delivery arrangements are confirmed in the written proposal.
Proposed Five-Day Course Outline
Day 1 – Customer processes and CRM objectives
Define the business context, assess current practices and clarify the decisions relating to customer processes and crm objectives.
Practical output: Customer processes and CRM objectives worksheet
Day 2 – Data readiness and migration planning
Interpret representative information and compare practical approaches to data readiness and migration planning.
Practical output: Data readiness and migration planning worksheet
Day 3 – Roles and workflow configuration requirements
Use the course tools in a realistic case focused on roles and workflow configuration requirements, documenting assumptions and recommendations.
Practical output: Roles and workflow configuration requirements worksheet
Day 4 – User enablement and adoption tracking
Review responsibilities, risks and follow-up measures through a practical exercise on user enablement and adoption tracking.
Practical output: User enablement and adoption tracking worksheet
Day 5 – CRM implementation readiness workshop
Integrate the learning through crm implementation readiness workshop, present the final assignment and propose workplace actions.
Practical output: CRM adoption and readiness roadmap
