客户关系管理

Customer Relationship Management

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

1808 次查看
印度班加罗尔管理学院
edX
  • 完成时间大约为 6
  • 中级
  • 英语, 其他
注:因开课平台的各种因素变化,以上开课日期仅供参考

你将学到什么

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

课程概况

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

课程大纲

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.

预备知识

Familiarity with marketing concepts will be helpful.

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