Advanced Customer Relationship Management -Part 2

Full Description

Advanced Customer Relationship Management (CRM)-Part 2 In todays highly competitive business environment, knowing your customers well and effectively interacting with them is a mission-critical exercise. This emphasis on developing and enhancing customer loyalty has evolved over the years and is now called Customer Relationship Management or CRM. CRM has assumed a crucial role in the enterprise. According to a study conducted by the Aberdeen Group entitled "Customer Relationship Management: Year 2000 Edition" the CRM market will experience continuous growth from $8 billion in 1999 to more than $24 billion by 2003. This course will provide you with an overview of CRM, its components and relevance in a fast-paced business arena. Recommendations:Those students who successfully complete the course will be encouraged to take Part 2 which will be offered in sequence. The advanced-level course will help you master advanced concepts and implementation strategies. It will also lead to a Completion Certificate in Customer Relationship Management and allow you to sit for any exams in this field. To benefit from this course of study you should have met the requirements or completed the introductory course in the CRM sequence. Who should take the course: Those students who have chosen CRM as their full-time career option and are planning to enter the CRM industry. Sales and marketing professionals who engage in business development in a customer-focused environment and generate a customer base for their company. Individuals who are planning a career or are already employed in the call center industry Business managers who manage large corporate, government and institutional accounts. Professionals involved in developing and preserving brand equity. Small business owners whose business success depends largely on repeat business and a loyal customer following. All Online Materials provided by the instructor.

Outcomes:

Once you complete the course you will be able to: Develop mission-critical CRM plans for your organization. Fine-tune your CRM plan keeping in mind your company’s special needs and your customers` expectations Assess evolving CRM technology and its relevance to your Company. Monitor ongoing developments in the field of CRM as they apply to your company. Manage CRM initiatives and their role in strategic planning and development. In short, this course will provide you with the necessary ammunition to successfully launch a career in CRM or be better informed and able to apply this knowledge in industry.

Assessment:

Assessment will be conducted on the basis of five multiple choice quizzes taken at the end of each lesson. A comprehensive end-of-term project report which will be due by the end of the of the course.

Course Information (see above or below lessons, outlines, activities, etc.)

• Lesson 1:
  • CRM and eBusiness: History, state-of-the-art and its future
  • Delivering eCRM on the web
  • Multichannel CRM
  • CRM in B2C and B2B environments
• Lesson 2:
  • What is Enterprise Resource Planning or ERP
  • ERP and CRM: A Relationship Analysis
  • Supplier Relationship Management (SRP)
  • Partner Relationship Management (PRP)
  • Supply Chain Management
    
    
• Lesson 3:
  • CRM and Data Warehousing
  • Data Integration and Data Analysis
  • An overview of Data Mining
• Lesson 4:
  • Planning an effective CRM strategy for your enterprise
  • Analyzing your business processes
  • Analyzing customer interactions at multiple levels
  • Predicting customer behavior
• Lesson 5:
  • Preparing your Company''s CRM plan
  • Justifying CRM outlays
  • Beyond Customer Service
  • CRM and strategic decision-making
• Lesson 6:
  • Handling CRM pitfalls at the planning stage
  • Conflict and conflict resolution
  • The Final Analysis