CRM COURSE OUTLINE Course Description Companies e - SSE
CRM COURSE OUTLINE Course Description Companies e - SSE
CRM COURSE OUTLINE Course Description Companies e - SSE
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Customer Relationship Management <strong>Course</strong> Outline<br />
Module 01: Introduction to <strong>CRM</strong><br />
• Customer Relationship Management<br />
• Evolution of <strong>CRM</strong><br />
• Goals of a <strong>CRM</strong> Strategy<br />
• Three Aspects of <strong>CRM</strong><br />
• <strong>CRM</strong> Value Pyramid<br />
• <strong>CRM</strong> Components<br />
• <strong>CRM</strong> Drivers<br />
• <strong>CRM</strong> Solutions Map<br />
• <strong>CRM</strong> Solutions Map: Marketing Solutions<br />
• <strong>CRM</strong> Solutions Map: Sales Solutions<br />
• <strong>CRM</strong> Solutions Map: Services<br />
• <strong>CRM</strong> Solutions Map: Analytics<br />
• Changing Role of <strong>CRM</strong><br />
• Obstacles in <strong>CRM</strong> Success<br />
• Internet’s Influence on <strong>CRM</strong><br />
• <strong>CRM</strong> and Globalization<br />
• Major <strong>CRM</strong> Packages<br />
Module 02: Customer and Customer Strategy<br />
• Customer<br />
• Customer is King (Customer As An Asset)<br />
• Know Your Customer<br />
• Customer Interaction Cycle<br />
• Customer Interaction and <strong>CRM</strong><br />
• Customer Relationship Dimensions<br />
• Customer Touch Points<br />
• Business Objective for Acquiring and Retaining Customer<br />
• Customer Regaining Strategies<br />
• Total Customer Experience<br />
• Customer Strategy Basics<br />
• Customer Loyalty