Customer Relationship Management

What will I learn ?

• Importance of Customer Relationships
• Goals of CRM and Creating a CRM Strategy
• Crafting the CRM Solution Map
• The Customer Lifetime Value (CLV) and Customer Loyalty
• Understanding the Customer Lifecycle
• Identifying Customer Touch-points and Interaction Cycle
• Profiling Customers Based on Priorities
• Implementing CRM Projects
• Role of CRM Tools

Teaching Method

• Each module would be about 18 to 24 hours of self-study / learning time with Inter-active content, self-assessment and Facilitated Discussion Board (internet based discussions in a group, by a Coach / Professor) for a period of about 3 weeks
• These are conducted by International faculty and will need atleast 20 to 25 participants for a Module to be started – each registered participant will be communicated the final start date
• At the beginning and end of each module there would be a Webinar conducted by a Coach / Professor Facilitator setting the context and as an orientation about the Module etc.