10 Steps to Implement a Customer Management Intelligence Program

Customer management systems have evolved dramatically, offering everything from simple contact tools to complex, enterprise-wide platforms. With so many options available, selecting the right solution can feel overwhelming. The decision is further complicated by the explosion of customer data, the growing number of communication channels, and rapidly changing technologies.

Implementing a customer relationship management program is not just a technology choice - it represents a fundamental shift in how an organization manages customer relationships. Technology enables the process, but success depends on aligning people, processes, data, and customer engagement strategies. The key question becomes: how do you determine what is right for your organization?

This course walks you through the essential fundamentals organizations of any size must address before implementing customer management capabilities. You will learn how to define objectives, identify requirements, and capture the critical considerations needed to ensure a successful program.

In addition, the course provides practical templates and visual frameworks to guide your planning process, helping you build a structured approach that leads to confident decision-making and effective implementation.

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When you successfully pass a test, you will obtain a Course Completion document (this proves you took, and passed, that specific course). Collect the specific Course Completion documents for any given SME roadmap - or what your professor requires. When all are obtained for a given SME roadmap, submit those documents to glenb@market-awareness.com in one email and we will issue you a Subject Matter Expert personalized certificate.

After viewing this course you can take the test below.

A password is required to take the online test. To obtain your password, click here and your email will be verified to see if you're a current subscriber at the Academy. If verified, your password for taking tests will be emailed to you.