Explore the essentials of CRM systems for small and medium enterprises, learn to implement and manage customer relationship tools, and gain hands-on skills in CRM setup, data management, and automation across four intensive training days.
Course Overview Table
| Chapter | Details |
| Partner | University “St. Kliment Ohridski” – Bitola, Faculty of Information and Communication Technologies |
| Title | CRM Systems for Small and Medium Enterprises |
| Service | Course |
| Target Group | Startups, SMEs, Business Owners, Sales Teams, Marketing Professionals |
| Format | In-Person Training, Workshop |
| Focused on Key Technologies | CRM Software, Data Analytics, Automation Tools, AI tools |
| Status | Ready to offer |
| Stakeholders from SME/PA Side | Small businesses, sales departments, customer support teams, managers |
| Requirements for Participation | Basic computer literacy; interest in business operations or sales |
| Estimated Duration | 16 hours |
Description of the Course
This 4-day course introduces the principles and practical applications of Customer Relationship Management (CRM) systems tailored for small and medium enterprises (SMEs). It is ideal for business owners, sales teams, and professionals looking to streamline customer interactions and boost efficiency through hands-on experience and expert-led training. CRM systems are vital tools for managing customer data, improving sales processes, and enhancing customer satisfaction in today’s competitive business landscape. This course explores popular CRM platforms like HubSpot, Zoho CRM, and Salesforce Essentials, with applications in sales tracking, customer support, and marketing automation.
Participants will learn the complete process of implementing and managing a CRM system: selecting the right CRM for their business, setting up customer databases, automating workflows, and analyzing customer data for insights. Key topics include CRM configuration, lead management, email campaign integration, reporting tools, data security, and troubleshooting common issues. Attendees will work on real-world projects, such as setting up a sample CRM for a small business, to apply their skills.
Tentative Agenda:
Day 1: Introduction, CRM fundamentals, SME use cases, platform demo
Day 2: CRM setup, data import, user management
Day 3: Automation, lead tracking, reporting tools
Day 4: Data analysis, optimization, final project showcase
After four days, participants will leave with a fully configured CRM prototype for a small business, a solid understanding of CRM tools, and the confidence to manage customer relationships, automate processes, and drive business growth effectively.
Additional Course Information
| Category | Details |
| Developed skills | Understanding CRM platforms; Customer data management; Workflow automation; Sales and marketing integration; Data analysis and reporting |
| Learning Methods Used | Presentations, live demos, guided practice, Q&A, collaborative projects |
| References/Resources | HubSpot Academy, Zoho CRM Guides, Salesforce Essentials Tutorials, Pipedrive Blog |
| Overview Slides | [To be attached or linked separately] |