┌──────────────┬─────────────────────────────┬──────────────┬───────────────┬┬┐ │Level: │Undergraduate / Graduate │Duration: │4 x 3 hours │││ ├──────────────┼─────────────────────────────┼──────────────┼───────────────┼┼┤ │Technical │Internet connexion with │ │Jean-Paul │││ │requirements: │standard compliant webbrowser│Contributors: │Smets, Jacques │││ │ │ │ │Honoré │││ ├──────────────┴─────────────────────────────┴──────────────┴───────────────┴┴┤ │Description: │ │ │ │ • The first goal is to teach what is a CRM system and to explain what is a │ │ ticket and what is an event. │ │ • The second goal is to teach universal workflows associated to the tickets│ │ and events in a CRM system. │ │ • The third goal is to teach how to categorise your prospects. │ │ • The last goal is to teach how to produce useful reports in order to │ │ manage your sales efforts in an efficient way. │ ├───────────────────────────────────────────────────────────────────────────┬┬┤ │Session 1: Managing your contacts │││ │ │││ │ • Presentation of Careers and Assignments │││ │ • Tutorial 1: How to create persons │││ │ • Tutorial 2: How to create Organisations │││ │ • Tutorial 3: Linking persons and organisations │││ │ │││ │ │││ │ │││ │━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━│││ │ │││ │Session 2: Tracking customer interactions - CRM Events │││ │ │││ │ • Presentation of incoming and outgoing events │││ │ • Tutorial 1: How to create Events in campaigns │││ │ • Tutorial 2: How to post outgoing events │││ │ • Tutorial 3: How to request someone to post │││ │ │││ │ │││ │ │││ │ │││ │ │││ │━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━│││ │ │││ │Session 3: Organising the events - CRM Tickets │││ │ │││ │ • Presentation of Tickets and Campaigns │││ │ • Tutorial 1: How to create campaigns │││ │ • Tutorial 2: How to process incoming events │││ │ │││ │ │││ │ │││ │ │││ │ │││ │━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━│││ │ │││ │Session 4: Create CRM reports │││ │ │││ │ • Tutorial 1: Create Reports │││ │ • Tutorial 2: Create Gadgets │││ │ │││ │━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━│││ │ │││ │Evaluation: Categories customisation │││ │ │││ │ • Evaluation Document │││ │ • Evaluation Spreadsheet Sample │││ │ • Evaluation Spreadsheet Template │││ └───────────────────────────────────────────────────────────────────────────┴┴┘