Acest “Boot Camp” introduce audienta la conceptele de baza ale platformei de Customer Relationships Management (CRM). Cursul introduce studentii la solutiile care sunt folosite pe piata pentru CRM, cu focus pe platforma Microsoft Dynamics 365 Customer Engagement (CRM). Se combina predare teoretica cu format de lab si exercitii. La sfarsitul acestui curs, studentii vor intelege cum functioneaza modulele de baza pentru Sales, Customer Service si Marketing. Exemple reale din domeniu vor fi folosite.
Cursul are loc in 5 sesiuni de cite 3 ore.
Studentii trebuie sa isi aduca un Laptop personal pentru exercitii si labs. Este recomandat de asemenea ca studentii sa aiba un mobil pentru sectiunile care se refera la accesarea aplicatiei de pe mobile.

Cursul este oferit gratuit pentru membrii bisericii noastre.

Predarea se face in limba Engleza. Vedeti mai jos pentru agenda.

Pentru inregistrari, contactati
Spatiile sunt limitate. Cursul incepe in Aprilie 2019.

This 5-session Boot Camp introduces you to the Customer Relationship Management (CRM) core concepts. While we will be discussing the overall CRM landscape, the focus will be on leveraging the Dynamics 365 Customer Engagement (CRM) platform. The Boot Camp combines theory and practical hands-on labs and exercises. At the end of the Boot Camp you will understand how Sales, Customer Service and Marketing functionality is used in real-life scenarios.
Course ID: CRM1001
Duration: 5 sessions
Agenda: The class runs in 3-hour sessions, with hands-on labs and exercises to be completed independently between session.
Format: Instructor Led
Target Audience: University & Higher grades High-School children
Boot Camp Materials: Bring your own laptop. A mobile device is also recommended for the mobility sections. Internet access will be provided by the facility. Course materials will be provided in the form of hand-outs and lab exercises.
Prior knowledge / experience: No prior knowledge or experience is expected. This is an introductory course.
Delivery language: English
Capacity: For a better learning experience, we are limiting registrations to a maximum of 15 spots. Register early to save your spot.
Price: Free for members of our church
Registration: Contact to register. Parent approval needed.

Start: April 2019


Saturday, April 06th        11:00am to 2:00pm
Saturday, April 13th        11:00am to 2:00pm – lab work assigned
Saturday, April 20th        Catholic Easter – closed for long weekend
Wednesday, April 24th     Touch Point – lab work due, new lab work
Saturday, April 27th        Orthodox Easter – closed
Saturday, May 04th         11:00am to 2:00pm
Saturday, May 11th         11:00am to 2:00pm
Saturday, May 18th         11:00am to 2:00pm

Course Outline
The CRM Landscape

This section introduces the attendees to some of the most common CRM platforms on the market, from Enterprise grade to small business solutions.

• Market overview and numbers
• The Enterprise big players
• The Mid-market players
• Small Business solutions

Core CRM

This section focuses on the use of CRM, the main functional component of the platform, and where each applies. Real-life scenarios are presented for better understanding. We will be leveraging the Microsoft Dynamics 365 Customer Engagement platform to walk through the various scenarios. A 30-day Trial will be created during this section and will be leveraged throughout the remainder of the training.

• The functional modules of a CRM platform
• Deployment models
• Creating a 30-day Trial
• Licensing Overview
• Security
• Using the Application
• Managing Products & Services
• Office 365 integration
• Managing business processes

CRM for Sales

This section focuses on leveraging your CRM platform to manage Sales. Tracking a potential sale from lead to invoice is covered in detail, with real-life scenarios. The following topics are covered:

• Your typical Sales process
• Managing Sales with CRM
• Lead capturing options
• Lead to Opportunity process
• Managing transactions related to a sale
• Managing Opportunities
• Reporting and Dashboard – visibility into your Sales processes
• Measuring sales and setting up goals
• Serving a mobile workforce

CRM for Customer Service

This module targets the service functionality of the CRM platform. Capturing Cases, and the process to resolve these is analyzed in detail. The following topics are covered:

• Capturing Cases
• Managing activities related to Cases
• Case resolution
• SLA’s and Entitlements
• Working with Teams and Queues
• Knowledge Management

CRM for Marketing

This module focuses on various marketing aspects, and how Marketing plays into a successful Sales process. It focuses on typical Marketing real-life scenarios and covers the most common marketing activities to increase sales and retention. The following topics are covered:

• Marketing to generate Leads
• Marketing to existing customers
• Up-selling and cross-selling
• Customer satisfaction
• Marketing campaigns – ad-hoc and pre-planned
• The value of Branding and Marketing
• Other Marketing tools

CRM Customization and Configuration

The final module covers various aspects of extending the platform to make it fit your business needs. Topics covered include:

• Customization & Configuration Best Practices
• Working with packaged solutions
• Extending the platform with new functionality
• Creating Apps
• Mobility

Introduction to Business Applications Boot Camp
Introduction to Business Applications Boot Camp