Customer Relationship Management
Learn the skills of customer relationship management with the Customer Relationship Management-second edition course and lab. Lab simulates real-world, hardware, software, and command-line interface environments and can be mapped to any text-book, course, or training. The CRM training course and lab provide knowledge on topics such as technology and data platform; organization and CRM; privacy and ethics consideration; CRM program measurements and tools; and social networking and CRM.
- Price: $279.99
- Delivery Method: eLearning
Name | Buy |
---|---|
Customer Relationship Management |
Test Prep
Features
Why choose TOPTALENT?
- Get assistance every step of the way from our Texas-based team, ensuring your training experience is hassle-free and aligned with your goals.
- Access an expansive range of over 3,000 training courses with a strong focus on Information Technology, Business Applications, and Leadership Development.
- Have confidence in an exceptional 95% approval rating from our students, reflecting outstanding satisfaction with our course content, program support, and overall customer service.
- Benefit from being taught by Professionally Certified Instructors with expertise in their fields and a strong commitment to making sure you learn and succeed.
Outline
Lessons 1:
Introduction to Customer Relationship Management
- Definition of CRM and CRM Applications
- The Purpose and Benefits of CRM
- The Tangible Components of CRM
- Customer Service and the Customer Engagement Center
- Important Business Constructs Related to CRM
- Who Uses CRM and Why?
- Summary
- Questions
- Exercises
Lessons 2:
The History and Development of CRM
- The Origins of CRM
- CRM: Why Now?
- Organizations’ Experiences with CRM
- Implementing CRM and Overcoming Barriers
- Developing CRM from a Tactical Perspective
- Customer Engagement and Customer Experience Management
- Extending the Meaning and Application of CRM
- Summary
- Questions
- Exercises
Lessons 3:
Relationship Marketing and CRM
- The Roots of Relationship Marketing
- Relationship Marketing and Its Domain: Why Relationship Marketing Works!
- Relationship Marketing as a Paradigm Shift
- When Relationship Marketing Is Most Applicable
- Relationship Marketing and the Characteristics of a Relationship
- Relationship Marketing and CRM: What Is Customer Relationship Management?
- The Impact of CRM
- Reorganizing Marketing to Maximize the Benefits of CRM
- Summary
- Questions
- Exercises
Lessons 4:
Organization and CRM
- Introduction
- The Human Factor
- Organization Environment
- Value Chain Organization
- Other Considerations
- Summary
- Questions
- Exercises
Lessons 5:
CRM and Data Management
- Introduction
- Managing Customer Interactions
- The Customer Integration Problem
- Customer Data Integration Definition and Requirements
- Householding Concepts
- Customer Data Integration Steps
- The Evolving Data Management Landscape
- Summary
- Questions
- Exercises
- Appendix
Lessons 6:
Technology and Data Platforms
- Introduction
- Technology Evolution
- Marketing Technology Development Path
- CRM and Related Technology Providers
- Summary
- Questions
- Exercises
Lessons 7:
Database and Customer Data Development
- Introduction
- Data Defined
- Data Capture and Allocation
- Data Transformation
- Business Intelligence (BI) and Business Analytics (BA)
- Enabling CRM
- Summary
- Questions
- Exercises
- Appendix A
Lessons 8:
Business-to-Business CRM
- Introduction
- Business-to-Business Characteristics Relative to CRM
- Value Delivery Networks
- Building the Relationship—Sales and CRM
- Partner Relationship Management (PRM)
- Business Partner Associations
- Other CRM Strategy Considerations
- Summary
- Questions
- Exercises
Lessons 9:
Understanding the Customer–Company Profit…n: Satisfaction, Loyalty, Retention, and Profits
- Key Constructs in the Customer–Company Profit Chain
- Service Quality and Customer Satisfaction
- Customer Satisfaction: Much Ado about Nothing?
- Customer Loyalty
- Retention
- Satisfaction and Loyalty Factors
- The Relationship between Satisfaction and Loyalty
- The Relationship between Customer Loyalty and Company Profitability
- Loyalty/Rewards/Frequency Programs
- Summary
- Questions
- Exercises
Lessons 10:
The CRM Strategy Cycle: Acquisition, Retention, and Win-Back
- The CRM Strategy Cycle
- Is CRM for Everyone?
- Summary
- Questions
- Exercises
Lessons 11:
Privacy and Ethics Considerations
- Introduction
- Consumer Privacy Concerns
- Organization Privacy Concerns
- Current/Pending Privacy Legislation
- What Consumers Can Do
- What Organizations Can Do
- Global Issues
- New Technology Implications
- Other Resources
- Summary
- Questions
- Exercises
Lessons 12:
CRM Program Measurement and Tools
- Introduction
- Areas Requiring Measurement
- Basic Measures
- CRM Customer Cycle Measures
- Company 3E Measures
- Customer Value and Customer Equity Measures
- Marketing Research
- CRM Scorecards and the CRM Measurement Hierarchy
- Summary
- Questions
- Exercises
- Appendix
Lessons 13:
Social Networking and CRM
- Introduction
- Social Networking and the Most Popular Sites
- Why Companies Must Use Social Media
- Why Social Media Works
- Social Networking in China and the United States
- How and Why Marketers Should Use Social Networks in CRM
- Summary
- Questions
- Exercises
Lessons 14:
CRM Trends, Challenges, and Opportunities
- Introduction
- Organizational Environment and CRM
- Trends in Current Technology
- Emerging Trends and Technologies
- Dynamic CRM: Transitioning for the Future
- Summary
- Questions
- Exercises