Customer Relationship Management

Description:
This ILT Series course introduces the benefits of creating customer loyalty, developing a market intelligence enterprise, and incorporating customer relationship management in a company. Students will learn how to create customer loyalty, define the four marketing tiers, define, the four types of CRM, define the CRM process, and evaluate critical success factors. Course activities also cover the goals and cost of CRM, CRM pre-implementation strategies, the CRM implementation process, tactics used to test CRM, and ways to modify operations costs to become customer focused. Students will also learn how to manage customer relationships over the Internet, identify the characteristics of eCRM, automate processes with eCRM, and customize eCRM interfaces for each type of eCRM user. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure student success.

Duration: One day

Table Of Contents:
Unit 1: Customer loyalty
Topic A: Customer loyalty
Topic B: Market intelligence enterprise

Unit 2: CRM basics
Topic A: Customer information
Topic B: A CRM program

Unit 3: Preparations for CRM
Topic A: CRM and expenditures
Topic B: Implementation planning

Unit 4: CRM implementation
Topic A: CRM implementation preparation
Topic B: The implementation process

Unit 5: eCRM
Topic A: eCRM fundamentals
Topic B: eCRM and automation

Unit 6: eCRM customization and goals
Topic A: eCRM customization
Topic B: eCRM goals