Level: Undergraduate / Graduate Duration: 4 x 3 hours
Technical requirements: Internet connexion with standard compliant webbrowser Contributors: Jean-Paul Smets, Jacques Honoré


  • The first goal is to teach what is a CRM system and to explain what is a ticket and what is an event.
  • The second goal is to teach universal workflows associated to the tickets and events in a CRM system.
  • The third goal is to teach how to categorise your prospects.
  • The last goal is to teach how to produce useful reports in order to manage your sales efforts in an efficient way.

Session 1: Managing your contacts


Session 2: Tracking customer interactions - CRM Events



Session 3: Organising the events - CRM Tickets



Session 4: Create CRM reports

Evaluation: Categories customisation


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