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CRM: The Leadership Perspective

ITF001

English

Audience Details:

8

CRM: The Customer-centric Solution learning path

Corporate and enterprise-wide business managers within the e-business environment who are responsible for implementing a CRM strategy

This learning path examines how CRM is implemented within an organization from a leadership perspective. Its focus is on adopting a customer-focused approach, strengthening customer relationships, building service, and increasing customer satisfaction.

After learning this courses you should be able to:

To explain how a company can use customer data in order to adopt a customer-focused approach
To describe how CRM effects leadership within a business environment
To describe how CRM enables an organization to develop and strengthen its customer relationships through superior contact management and deployment of CRM technology

Hands on pratice - Simulations

Course Structure: Unit Titles and Topics Covered

Building CRM knowledge
-The basics of data mining
-Measuring customer satisfaction
-Personalization and customer profiling
Adapting sales, service, and marketing
-The selling chain
-The new practice of marketing
-Service level agreements
Service and customer satisfaction
-Service concepts
-Challenges to tradition
-Transparency and trust
The emergence of CRM
-Progressing toward CRM
-The customer life cycle
-The role of the Internet (e-CRM)
-CRM implementation
Implementing CRM strategies
-Implementing CRM strategies
Maximizing customer intelligence
-The customer-intelligent organization
-Value through channel management
-Customers as strategic assets
Managing customer needs
-Utilizing customer feedback
-Open and secure interaction
-Managing customer complaints
-The integrated customer contact center
Enhancing your customer contact center
-Enhancing your customer contact center
CRM technology to enable leadership
-The technology landscape
-Internet interaction management
-CRM frameworks
-Building a CRM framework

Curriculum Info:

Business Skills

Personal Use License Price $400.00

Contact your Eno Learning Consultant or call 877-298-1322 to order. For organizational purchases, please contact the sales office nearest you.

Available Online and Multimedia CDs

	CRM: The Leadership Perspective
	ITF001
	English

Audience Details:
	8
	CRM: The Customer-centric Solution learning path
	Corporate and enterprise-wide business managers within the e-business environment who are responsible for implementing a CRM strategy
	This learning path examines how CRM is implemented within an organization from a leadership perspective. Its focus is on adopting a customer-focused approach, strengthening customer relationships, building service, and increasing customer satisfaction.
	After learning this courses you should be able to:
	To explain how a company can use customer data in order to adopt a customer-focused approach To describe how CRM effects leadership within a business environment To describe how CRM enables an organization to develop and strengthen its customer relationships through superior contact management and deployment of CRM technology
	Hands on pratice - Simulations

Course Structure:	Unit Titles and Topics Covered
	Building CRM knowledge -The basics of data mining -Measuring customer satisfaction -Personalization and customer profiling Adapting sales, service, and marketing -The selling chain -The new practice of marketing -Service level agreements Service and customer satisfaction -Service concepts -Challenges to tradition -Transparency and trust The emergence of CRM -Progressing toward CRM -The customer life cycle -The role of the Internet (e-CRM) -CRM implementation Implementing CRM strategies -Implementing CRM strategies Maximizing customer intelligence -The customer-intelligent organization -Value through channel management -Customers as strategic assets Managing customer needs -Utilizing customer feedback -Open and secure interaction -Managing customer complaints -The integrated customer contact center Enhancing your customer contact center -Enhancing your customer contact center CRM technology to enable leadership -The technology landscape -Internet interaction management -CRM frameworks -Building a CRM framework
Curriculum Info:
	Business Skills
	Personal Use License Price $400.00
	Contact your Eno Learning Consultant or call 877-298-1322 to order. For organizational purchases, please contact the sales office nearest you. Available Online and Multimedia CDs