Programme supported by Radica
and Institute of Supply Chain
Management
Objectives
This course provides attendees with
perspective and technical knowledge
base necessary for understanding,
planning and implementing CRM
initiatives in their respective
organisations. At the end of this
course
attendees will gain comprehensive
knowledge of customer relationship
management, the different core
concepts that are fundamental to
CRM, the
various technology application that
facilitate CRM initiatives and
managing
the CRM project from concept to
implementation.
Course Content
(1) Overview of CRM
(2) Developing a Customer Strategy
(3) Customer Lifecycle Management
and Lifetime Value
(4) CRM Technology
(5) Operational CRM
(6) Analytical CRM
(7) Collaborative CRM
(8) CRM Project Management
(9) CRM Product Comparisons
(10) Case Study and Workshop
Through hands on practice and
project management executives would
understand the applications of CRM
Upon completion, participants can
also apply for examination 212-16 of
EC-Council (http://www.eccouncil.org),
an independent worldwide
E-Commerce Organization. Students
that pass can use the designation of
"E-Commerce Associate" certificate.
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