CRM COURSE OUTLINE Course Description Companies e - SSE

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Customer Relationship Management Course Outline Module 01: Introduction to CRM • Customer Relationship Management • Evolution of CRM • Goals of a CRM Strategy • Three Aspects of CRM • CRM Value Pyramid • CRM Components • CRM Drivers • CRM Solutions Map • CRM Solutions Map: Marketing Solutions • CRM Solutions Map: Sales Solutions • CRM Solutions Map: Services • CRM Solutions Map: Analytics • Changing Role of CRM • Obstacles in CRM Success • Internet’s Influence on CRM • CRM and Globalization • Major CRM Packages Module 02: Customer and Customer Strategy • Customer • Customer is King (Customer As An Asset) • Know Your Customer • Customer Interaction Cycle • Customer Interaction and CRM • Customer Relationship Dimensions • Customer Touch Points • Business Objective for Acquiring and Retaining Customer • Customer Regaining Strategies • Total Customer Experience • Customer Strategy Basics • Customer Loyalty
• Customer Satisfaction • Importance of Customer Satisfaction • Customer Profiling and Modeling • Key Account Management Strategy • Customer Care • Customer Contact Technology Strategy (Call Center) • Customer Strategy Levers • Achieving Value Through Customer Strategy Module 03: Customer Centric Enterprise (CCE) • Customer Centricity: Concept • Characteristics of Customer Centric Organization • Evolution of Customer Centric Enterprise • Customer Centric Enterprise: Background • Need for Customer Centricity • Functions of Customer Centricity • Customer Centricity: A Systematic Solution • Product Centricity v/s Customer Centricity • Customer Centric Strategy • Critical Components of Customer Centric Strategies • Specific Adaptations of CCE • Creating a Consistent Customer Experience • Characteristics of a Successful CCE • Discussing People, Processes and Technology • Transition from Product Centricity: Processes • Transition From Product Centricity: People • Transition From Product Centricity: Technology Module 04: Customer Lifecycle Management • Concept of Customer Lifecycle • Customer Lifecycle • Customer Lifecycle Management (CLM) • Customer Life Cycle Stages: Illustrated • Managing Customer Lifecycle in Customer Centric Enterprise (CCE) • Customer Lifetime Value (CLV) • Lifetime Value of a Customer
Page 1: CRM COURSE OUTLINE Course Descripti
Page 5 and 6: • Teradata Industry CRM - Exhibit
Page 7 and 8: • Measuring ROI of CRM Systems
Page 9 and 10: • Data Mining for Business Applic
Page 11 and 12: • Net suite-Online Business Appli

CRM COURSE OUTLINE Course Description Companies e - SSE

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