Course Description

What is organizational culture? How would you describe your company's culture? How is leadership related to culture? In this course, you will explore the concepts related to organizational culture and learn how the different cultures related to leadership. You will learn about the dynamics of cultural change, and how you can influence the direction of your organization's culture. The course ends with strategies for leading in a learning culture

Course Objectives

Develop an understanding of the terms and benefits of Customer Relationship Management (CRM) on a company’s bottom line

Analyze the different components of a CRM plan

Develop checklist for readiness and success in CRM

Identify how CRM creates value for organizations and customers

Identify developmental roles that have the greatest impact on CRM

Who Should Attend?

Team leaders and team members

managers

Supervisors 

Anyone who is or will be responsible for managing teams or individuals

Anyone involved in HR planning

Program Schedule

DAY 1

Introduction and course overview

Definitions and philosophies

CRM and its potential value

Aligning HR strategy and effort with culture

DAY 2

CRM programs and the needs they can serve

Checklist for success  

Evaluation metrics and privacy issues

DAY 3

Requirement driven product selection process

Considerations in tool selection

Strategies for customer retention

DAY 4

Building the future

The four pillars of CRM and how they can be used to help others embrace the CRM plan

Homegrown vs. the Application service provider     

The development team

DAY 5

Evaluating and Reviewing Your Program

Best practice in culture

Case study