Customer Relationship Management

Frequently asked questions and instructor notes

Topic A0:�� Classroom setup

In addition to a manual, each student should be provided with a pad and pens or pencils for jotting down notes questions. Students should have a comfortable place to sit and ample table space to spread out their materials.

Computer requirements

If you wish to use the PowerPoint presentation, you�ll need the following:

���� A Pentium-class or higher computer

���� A keyboard and a mouse

���� Windows 98, NT, 2000, or XP

���� A minimum of 32 MB of RAM, depending on your operating system

���� CD-ROM drive

���� A Super-VGA monitor

���� An overhead monitor projector

���� PowerPoint 2000 or later, or PowerPoint Viewer

Classroom requirements

���� A white board or flip chart and markers

���� Slips of paper, depending on the number of students

���� A printout of the CSF_evaluation.doc for each student

First-time setup instructions

The first time you teach this course, you will need to perform the following steps:

1�� Download the PowerPoint presentations for the course to your computer.

a�� Connect to www.courseilt.com/instructor_tools.html.

b�� Click the link for Customer Service to display a page of course listings, and then click the link for Customer Relationship Management.

c�� Click the link for downloading the PowerPoint files, and follow the instructions that appear on your screen.

2�� Download the data for the course to your computer.

a�� Connect to www.courseilt.com/instructor_tools.html.

b�� Click the link for Customer Service to display a page of course listings, and then click the link for Customer Relationship Management.

c�� Click the link for downloading the data disk files, and follow the instructions that appear on your screen.

3�� Print copies of the data files to use as handouts during class.

Topic B:�� Frequently asked questions

1��� Does this course map to any NETg courses? If so, which one(s)?

Yes. This course maps to:

Customer Relationship Management: Fundamentals of CRM

Course number: 44031

Customer Relationship Management: Implementing CRM

Course number: 44032

Customer Relationship Management: eCRM

Course number: 44033

Topic C:�� Course notes

There are no notes for this course at this time

Topic D:�� Additional information

There is no additional information for this course at this time