Customer Relationship Management CRM -Part 2

Customer Relationship Management (CRM)-Part 2

Full Description

The Advanced CRM course builds on your knowledge of CRM fundamentals and takes you beyond an overview. You will learn how to articulate a viable CRM plan for your enterprise and assess your corporate CRM needs thus generating value addition for your company. Also learn how to transform and expand surface-level customer service into a vibrant and productive relationship management value proposition. The course will also help you develop a better understanding of CRM`s role in ebusiness, often referred to as eCRM. You will also examine preferred methods of processing and integrating high-volume CRM data to enhance your understanding of who your customers are and why they are so important today. Other issues the course will concentrate on include data mining strategies, predicting customer behavior using CRM and applying CRM concepts to effective business decision-making. This Advanced-level course on CRM will teach you how to intelligently implement CRM across the enterprise. The course can be taken independently or as a part of the two-course Certificate of Completion Program in Customer Relationships Management. 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: Although no textbook will be used for the course, a liberal amount of course and test preparation materials will be regularly emailed to you. The Course Bulletin-- a short online newsletter will list both printed and web resources to improve your understanding of CRM as it relates to today`s demanding customer environment and a productivity-oriented workplace.

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

Assessment:

Assessment will be conducted on the basis of two 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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Contact Hours: 24