Full Description

In today's highly competitive business environment, knowing your customers well and effectively interacting with them is a mission-critical exercise. This emphasis on developing and enhancing customer loyalty has evolved over the years and is now called Customer Relationship Management or CRM.

CRM has assumed a crucial role in the enterprise. According to a study conducted by the Aberdeen Group entitled "Customer Relationship Management: Year 2000 Edition" the CRM market will experience continuous growth from $8 billion in 1999 to more than $24 billion by 2003. This course will provide you with an overview of CRM, its components and relevance in a fast-paced business arena.

Who should take the course:

* Those who have chosen CRM as their full-time career & planning to enter the CRM industry

* Sales and marketing professionals who engage in business development in a customer-focused environment and generate a customer base for their company

* Individuals who are planning a career or are already employed in the call center industry

* Business managers who manage large corporate, government and institutional accounts

* Professionals involved in developing and preserving brand equity

* Small business owners whose business success depends largely on repeat business and a loyal customer following

Course Materials and other Support: Online Materials provided by the instructor

Recommendations:

Those students who successfully complete the course will be encouraged to take the Advanced-level CRM course which will be offered in sequence. The advanced-level course will help you master advanced concepts and implementation strategies. It will also lead to a Certificate in Customer Relationship Management provided you have completed the introductory course in CRM.

Outcomes:

Once you complete the course you will be able to:

Develop a clear understanding of key CRM concepts and the role CRM plays in improving corporate productivity and profitability

Develop insights into the various components of CRM

Develop a comprehensive theoretical framework to evolve a viable CRM strategy when faced with the opportunity to implement it

Practice effective CRM in interactions with your own customers to generate repeat business

In short, this course will provide you with the necessary ammunition to successfully launch a career in CRM.

Assessment:

Assessment will be conducted on the basis of five multiple choice quizzes and an end-of-term project report which will be due by the end of the fifth week of the course.