Customer Relationship Management Training(CRM) is one of the most important components for sustenance and growth of an organization. With the advancement of software technologies, significant progress has been made in designing and managing CRM systems. These efforts envisage facilitating better customer interactions and greater understanding about customers; thus helps an organization build competitive advantages.
This course plans to impart a sound introduction to CRM, a comprehensive understanding of the processes involved, strong understanding of software components in different CRM systems, and practical applications of CRM in different sectors. As the course is targeted to students of rural management, it includes practical examples with strong lineage to rural planning and development.
At the end of the programme, participants should be able to do the following:
To individuals
To the Organization
Introduction to CRM
What is Customer Relationship Management?
Impact of IT and Globalization on CRM
Evolution of CRM and Classifications
The Value Pyramid
Customer Interaction Cycle
Customer Profiling and Total Customer Experience
Goals of a CRM Strategy and Obstacles
CRM Solutions Map
Customer Centric Enterprise (CCE)
Discussing People, Processes and Technology
CRM in Various Industries
Misconceptions about CRM
Managing Processes in CRM
Different Processes and Information Flow
Customer Lifecycle Management (CLM)
Customer Lifetime Value (CLV)
Contact Management
Activity Management
Issue Management
Workflow Management
Sales Force Automation (SFA)
Opportunity Management
Marketing Automation
Collaboration Processes
Enterprise Portals and Dashboards
Analytics in CRM
An Introduction to Analytics
Pattern Based Strategy
Analytics Techniques and Methods
CRM Intelligence Management Cycle
CRM Data Warehouse
Customer Centric Data Mining
Measuring Profitability
CRM Tools
Classifications of CRM Tools
Microsoft Dynamics CRM 3.0
Sugar CRM
VtigerCRM 5
Open CRX
Compiere ERP and CRM
Salesforce CRM
Zoho CRM
BATOI CRM
Implementing CRM in an Enterprise
Defining the CRM Vision
Assessing CRM Readiness
Factors Affecting CRM Implementation
CRM Implementation Challenges
Phases of CRM Implementation
Upgrades and Change Management
CRM Implementation Pitfalls
CRM Performance Measurement
CRM Case Studies
CRM in Different Industries and Sectors
Customer Relationship Management (CRM) in Banking
CRM Solution for a Farm Equipment Manufacturer
Customer Relationship Management at Farm Credit Services of Mid-America
Developing E-Government Integrated Infrastructures: A Case Study
A Case Study of Emergent and Intentional Organizational Change