Galley CRM

Understanding Customer Relationship Management

SUBJECT

TEACHER

GRADE

DATE

Cyber Security

Brendan Galley

10

3/7/23

OVERVIEW

We will have a look at CRM (Customer Relationship Management) and other Data
Collection Sources to understand how companies utilize websites to their fullest extent,
reaching a variety of targeted customers.

PHASES

TEACHER GUIDE

STUDENT GUIDE

OBJECTIVES /
INTERACTIVE
CONTENT

Students are going to learn how to utilize
CRM and other Data Collection Sources

Lecture

INTERACTION
WITH DIGITAL
CONTENT

Students experiment with this concept
via a Quizizz quiz game to learn with
instant feedback.

Quiz

INTERACTION
WITH OTHERS

Peer relationships, informal support
structures,

and

teacher-student

interactions/relationships via enforced
fun, compelling competition in the
Quizizz game.

Quiz Continued

REVIEW /
SUMMARY

Teacher to student discussion on
understanding the general idea of
CRM.

Listening

FAQ

Teacher one-on-one helps
students who need more help
and answer questions about the
standard(s).

Asking / Participating

REQUIREMENTS

RESOURCES

STANDARDS

•Device

•Resource 1

•Explain the importance of

employability skill and
entrepreneurship skills.

•Writing utensil

(optional)

•Resource 2

2

•Paper (optional)

•Resource 3

•Demonstrate competency in

the area of expertise related
to the Applied Cybersecurity
education program
previously completed that
this project is based upon.

​https://www.youtube.com/watch?v=ndPabqQ4osk

1. Marketing

2. Report

3. Analysis

4. Strategy

5. Execute

6. Success

​Feedback

​Service /

Support

​Marketing

​Sales

​The more market share companies

partake in have higher gross revenue

shares.

​Companies using CRM

strategies have a better

relationship with their

customers.

Draw

Circle the "Feedback" stage of Customer Relationship Management

Open Ended

A company that utilizes the use of CRM is more likely to have a better ____________ with their customers.

Fill in the Blanks

Step 1: Plan -> Sales and business

Step 2: Prospect -> Marketing, Lead Management

Step 3: Engage -> Opportunity Management

Step 4: Close -> Opportunity Conversion

Step 5: Report -> Revenue Management

Step 6: Manage -> Customer Success

​

CRM Example Within a Business: Oracle

Multiple Choice

An example regarding Step 1 of CRM is

• Plan / Sales / Marketing

• Report / Revenue Management

Multiple Choice

An example regarding Step 2 of CRM is

• End Report / Customer Success

• Prospect / Lead Management

Multiple Choice

An example regarding Step 3 of CRM is

• Engage / Analysis

• Marketing / Plan / Sales

Multiple Choice

An example regarding Step 4 of CRM is

• Prospect / Lead Management

• Close / Opportunity Conversion / Strategy

Multiple Choice

An example regarding Step 5 of CRM is

• Report / Revenue Management / Execution

• Opportunity Conversion / Engage

Multiple Choice

An example regarding Step 6 of CRM is

• Opportunistic Strategy Implemented / Ideas still being tested

• Customer Success

CRM Summary

​General Idea

A CRM system advocates for companies to stay connected to customers, increase processes, and improve functioning profitability. This is ultimately done via improving business relationships to grow your business.

Poll

Did you enjoy the lesson?

• yes a little

• yes a lot

• yeah

• nah