Introduction to Customer Relationship Management-Part 1
Training
Provided by Online Training Directory
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. This is an Instructor-Led course.
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. 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.
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Introduction to Customer Relationship Management-Part 1
Outcomes
Once you complete the course you will be able to:
Assessment
PROGRAM DETAILS- Week 1-6
Contact Hours: 24
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 a comprehensive theoretical framework to evolve a viable CRM strategy when faced with the opportunity to implement it.
- Develop insights into the various components of CRM.
- Practice effective CRM in interactions with your own customers to generate repeat business.
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.
PROGRAM DETAILS- Week 1-6
- Week 1: * A detailed definition of Customer Relationship Management * Preserving customer loyalty and acquiring new customers * The role of CRM in your Sales and Marketing efforts * What is a Customer Campaign? * Recognizing the Customer as an SME
- Week 2: * Customer Retention strategies * The legal implications of Customer Privacy
- Week 3: * Defining Customer Service and CRM * In-person Customer Service and Customer Service Calls * Customer Service over the Phone and the Web: An Overview * Total Customer Satisfaction and its implications * Case Study
- Week 4: *The Call Center * Call Center functionality and optimization * Call Center and the role of effective communication (verbal/written) * Latest Call Center technologies: An overview * The Call Center and the Internet: Live web-based help and information access for enhanced customer satisfaction * An assessment of software packages being used at call centers * Cyber agents: overview
- Week 5: * CRM and Sales Support * Self-service using the Internet * Measuring and quantifying Customer Satisfaction
- Week 6: * Sales Force Automation: An overview * Contact Management and CRM
Contact Hours: 24
About The Training Provider: Online Training Directory
Online Training Directory - Workforce and Continuing Ed online courses are offered at basic, intermediate and advanced levels. Going beyond basic training provides a deeper and more educationally rewarding learning experience, especially for students who wish to advance careers or initiate new ones. For the general lifelong learner we continue to offer "fun to learn" single, stand-alone courses.
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