Curriculum
- 6 Sections
- 55 Lessons
- 3 Days
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- Module 1: Introduction to Customer Service12
- 1.0What is Customer Relationship Management?
- 1.1Impact of IT and Globalization on CRM
- 1.2Evolution of CRM and Classifications
- 1.3The Value Pyramid
- 1.4Customer Interaction Cycle
- 1.5Customer Profiling and Total Customer Experience
- 1.6Goals of a CRM Strategy and Obstacles
- 1.7CRM Solutions Map
- 1.8Customer Centric Enterprise (CCE)
- 1.9Discussing People, Processes and Technology
- 1.10CRM in Various Industries
- 1.11Misconceptions about CRM
- Managing Processes in CRM12
- 2.0Different Processes and Information Flow
- 2.1Customer Lifecycle Management (CLM)
- 2.2Customer Lifetime Value (CLV)
- 2.3Contact Management
- 2.4Activity Management
- 2.5Issue Management
- 2.6Workflow Management
- 2.7Sales Force Automation (SFA)
- 2.8Opportunity Management
- 2.9Marketing Automation
- 2.10Collaboration Processes
- 2.15Enterprise Portals and Dashboards
- Analytics in CRM7
- CRM Tools9
- Implementing CRM in an Enterprise8
- CRM Case Studies7
- 6.0CRM in Different Industries and Sectors
- 6.1Customer Relationship Management (CRM) in Banking
- 6.2CRM Solution for a Farm Equipment Manufacturer
- 6.3Customer Relationship Management at Farm Credit Services of Mid-America
- 6.4Developing E-Government Integrated Infrastructures: A Case Study
- 6.5A Case Study of Emergent and Intentional Organizational Change
- 6.9Placing a Chat on HoldCopy
Impact of IT and Globalization on CRM
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