Certification in Customer Relationship Management (CRM)

سرفصل های دوره

Effectively manage and enhance relationships with customers with Process, Case Study, Example & Complete Implementation

1. Introduction to CRM

1. Introduction to CRM

2. Scope of CRM

3. Evaluation of CRM

4. TPA

5. Customer value

2. CRM Types and Components

1. CRM components

2. Analytical, Collaborative CRM

3. CRM technology components

4. Customer value

5. CSV

3. Customer and Consumer

1. Customer Profitability

2. Consumer complaints

3. Customer retention,acquisition,expectation

4. Customer retention,acquisition,expectation 2

5. Negative and Positive retention

4. Different Processes and Methods

1. Closed loop marketing

2. 360 marketing

3. Hierarchical methods

4. Decision trees

5. Decision trees contd 2

6. Cross selling and up selling

7. Customer relationship technology

8. Front office management

9. Job analysis and job description

10. The art of supervising

5. ECRM and ERP

1. ECRM

2. Challenges of Ecrm

3. Key CRM features

4. ERP and CRM

5. SCM and CRM

6. Barriers to internet adoption

6. Customer Profiling

1. Managing customer relationship

2. Email marketing data

3. Social media

4. Customer experience management

5. Customer experience

6. Customer profile

7. STP

8. Repositioning

9. Delivering customer offer

7. Strategy and Framework

1. CRM strategy

2. Customer system life cycle

3. Building blocks of CRM

4. CRM measurement

5. Balanced score

6. Customer privacy

7. Privacy

8. Need for legislation

8. Data Management

1. Data protection and verification

2. Data protection and verification contd

3. Data collection

4. Data Processing

5. Data storage

6. Privacy a global approach

7. Markets in privacy

8. Data banks

9. Personal information

9. Automation

1. Critical success factors

2. Sales automation

3. Benefits of Sales force automation

10. Case Study and Process

1. Case Study on CRM Implementation.html

2. Case Study on CRM usage benefits.html

3. Different CRM software and details.html

4. Step by step detailed process to Implement CRM.html

5. Templates and Formats used in CRM.html

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تولید کننده: Udemy