This course introduces Customer Relationship Management (CRM) and provides the skills and knowledge required to develop, manage, build and maintain customer relationships. You will develop an understanding of customers and how to meet their divergent needs and how to develop and maximize customer data to establish targeted customer approaches. The course will examine relationship marketing as it relates to CRM. You will have the opportunity to review the benefits of interactive Web sites, Computer Telephony Integration (CTI), and other technology solutions as potential tools to develop and manage customer service systems. This course will also examine market segmentation as a means to deliver customized marketing programs.