Customer Relationship Management

Learn to develop customer relationships through a deepened understanding of the concepts and best practices of CRM.

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Sobre este curso

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Customer Relationship Management, also known as CRM, helps businesses successfully implement strategies, practices and technolgies aimed at winning and retaining customers profitably. The objective of this business and management course is to equip you with a sound foundation of CRM concepts and best practices so you can implement CRM practices successfully for long-term profitability.

Businesses aim to win and keep customers. Their competitors also seek to do the same. Even the most successful firms, with excellent marketing programs for attracting customers, have trouble with customer retention.

In this course, you will learn how to shift from a short-term customer transaction based mode of operation to a long-term relationship mode and understand the benefits of having strong customer relations.

Topics covered include:

Customer retention
Customer centricity
Customer lifetime value
Customer value management

Lo que aprenderás

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The meaning and application of CRM
Benefits of CRM to companies and consumers
How to implement CRM best practices
The importance of bonding and building loyalty with customers
How to build long term customer realtionships

Plan de estudios

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Week 1 : Introduction to CRM
Meaning and definition of CRM, benefits of CRM, why should businesses adopt CRM

Week 2 : Building Customer Relationships
The why’s and how’s of building relationships with customers.

Week 3 : Economics of CRM
Lifetime value of customer, Activity based costing for customer profitability analysis

Week 4 : CRM Applications
Applications of CRM in different industries

Week 5 : CRM in Business Markets
CRM practices in Business Markets

Week 6 : CRM implementation
CRM implementation process, precautions related to CRM implementation.

Conoce a tus instructores

Indian Institute of Management Bangalore

Shainesh G

Professor, Marketing

IIM Bangalore

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$50 USD

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Prerrequisitos

Sobre este curso

Lo que aprenderás

Plan de estudios

Conoce a tus instructores

Obtén un Certificado Verificado para destacar los conocimientos y las habilidades que adquieras$50 USD

Oficial y verificado

Fácil de compartir

Incentivo comprobado

Apoya nuestra labor

Obtén un Certificado Verificado para destacar los conocimientos y las habilidades que adquieras
$50 USD