Introduction to Customer Relationship Management (CRM)-Part 1
In today`s 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.
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
Course Materials and other Support:
Online Materials provided by the instructor
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 Certificate in Customer Relationship Management provided you have completed the introductory course in CRM.
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Once you complete the course you will be able to:
* Develop a clear understanding of key CRM concepts and the role CRM plays in improving corporate productivity and profitability
* Develop insights into the various components of CRM
* Develop a comprehensive theoretical framework to evolve a viable CRM strategy when faced with the opportunity to implement it i
* Practice effective CRM in interactions with your own customers to generate repeat business
In short, this course will provide you with the necessary ammunition to
successfully launch a career in CRM.
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Assessment will be conducted on the basis of five multiple choice quizzes and an end-of-term project report which will be due by the end of the fifth week of the course.
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This course is being updated. Check back in a week. 6/7/06
This course is being updated. Check back in a week. 6/7/06
This course is being updated. Check back in a week. 6/7/06
This course is being updated. Check back in a week. 6/7/06
This course is being updated. Check back in a week. 6/7/06
This course is being updated. Check back in a week. 6/7/06
Contact Hours: 24
