Curriculum
- 6 Sections
- 55 Lessons
- 3 Days
Expand all sectionsCollapse all sections
- Module 1: Introduction to Customer Service12
- 1.1What is Customer Relationship Management?
- 1.2Impact of IT and Globalization on CRM
- 1.3Evolution of CRM and Classifications
- 1.4The Value Pyramid
- 1.5Customer Interaction Cycle
- 1.6Customer Profiling and Total Customer Experience
- 1.7Goals of a CRM Strategy and Obstacles
- 1.8CRM Solutions Map
- 1.9Customer Centric Enterprise (CCE)
- 1.10Discussing People, Processes and Technology
- 1.11CRM in Various Industries
- 1.12Misconceptions about CRM
- Managing Processes in CRM12
- 2.1Different Processes and Information Flow
- 2.2Customer Lifecycle Management (CLM)
- 2.3Customer Lifetime Value (CLV)
- 2.4Contact Management
- 2.5Activity Management
- 2.6Issue Management
- 2.7Workflow Management
- 2.8Sales Force Automation (SFA)
- 2.9Opportunity Management
- 2.10Marketing Automation
- 2.11Collaboration Processes
- 2.12Enterprise Portals and Dashboards
- Analytics in CRM7
- CRM Tools9
- Implementing CRM in an Enterprise8
- CRM Case Studies7
- 6.1CRM in Different Industries and Sectors
- 6.2Customer Relationship Management (CRM) in Banking
- 6.3CRM Solution for a Farm Equipment Manufacturer
- 6.4Customer Relationship Management at Farm Credit Services of Mid-America
- 6.5Developing E-Government Integrated Infrastructures: A Case Study
- 6.6A Case Study of Emergent and Intentional Organizational Change
- 6.7Placing a Chat on HoldCopy