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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• Need for Project Management<br />
• Project Life Cycle<br />
• Role of Project Manager<br />
• Elements of Project Management<br />
• Behavioral Aspects of Project Management<br />
• Project Management Liaison with Other Management Disciplines<br />
• Project Cost Management<br />
• Project Cost Management: Managerial Perspective<br />
• Project Risk Management<br />
• Preparatory Phase Activities<br />
• Defining the <strong>CRM</strong> Vision<br />
• Assessing <strong>CRM</strong> Readiness (Organizational Perspective)<br />
• Analyzing Business Processes<br />
• Auditing the IS/IT Infrastructure<br />
• Establishing <strong>CRM</strong> Project Objectives<br />
• Building the Team and Prioritizing the Requirements<br />
• Establishing the Budget and Tentative Timelines<br />
• Short Listing Prospective <strong>CRM</strong> Solution Vendors<br />
• Selecting the <strong>CRM</strong> Solution<br />
• Selecting the <strong>CRM</strong> Solution Partner<br />
• Controlling the Project<br />
• Achieving <strong>CRM</strong> Project Success<br />
Module 09: Building a Business Case for <strong>CRM</strong><br />
• Business Case<br />
• Developing a Business Case<br />
• Creating a Business Case for <strong>CRM</strong><br />
• Building a Business Case<br />
• Business Case for Mobile <strong>CRM</strong><br />
• Elements of a Good Business Case<br />
• Challenges in Quantifying <strong>CRM</strong> Benefits<br />
• Categorization of <strong>CRM</strong> Benefits<br />
• <strong>CRM</strong> Benefits: Customer’s Perspective<br />
• <strong>CRM</strong> Metrics Framework<br />
• Methodology for ROI Estimation
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