Time:
The exercises in this module will take about 30 minutes to complete. In total, allowing for discussion, we recommend allowing 60 minutes to complete this module.

Aims:
• To define and briefly explore the concept of Customer Relationship Management.
• To consider the types of data that helps organisations manage their customer relationships and where this can be found.

Group Size:
This module is suitable for use with groups of up to 25 participants.

Useful For:
Staff at all levels.

You'll Need:
Nothing other than the materials provided.

Notes:
This is the first of a series of four modules that look at Customer Relationship Management (CRM) as a topic in its own right. In this first module, we look at what is meant by CRM and why it is important. The exercise looks at information required in order to start planning a customer relationship strategy.