Customer Relationship Management
Topic-Level Outline
Days: 1
Prerequisites: None
Unit 1: Customer loyalty
Topic A: Customer loyalty
A-1: Discussing the benefits of customer loyalty
A-2: Creating loyal customers
Topic B: Market intelligence enterprise
B-1: Identifying marketing tiers
B-2: Discussing the goals of an MIE
Unit 2: CRM basics
Topic A: Customer information
A-1: Discussing CRM types
A-2: Identifying CRM goals
Topic B: A CRM program
B-1: Discussing the CRM process
B-2: Recognizing the impact of a CRM system
B-3: Analyzing CSFs
B-4: Identifying precautions
Unit 3: Preparations for CRM
Topic A: CRM and expenditures
A-1: Analyzing CRM costs
A-2: Discussing the economic impact of CRM
Topic B: Implementation planning
B-1: Selecting the CRM implementation team
B-2: Identifying departments affected by CRM
B-3: Discussing CRM program failure factors
B-4: Testing a CRM program
Unit 4: CRM implementation
Topic A: CRM implementation preparation
A-1: Preparing for CRM implementation
A-2: Identifying reasons for implementing CRM in stages
Topic B: The implementation process
B-1: Discussing CRM implementation steps
Unit 5: eCRM
Topic A: eCRM fundamentals
A-1: Discussing eCRM
A-2: Identifying eCRM features
A-3: Discussing eCRM disadvantages
Topic B: eCRM and automation
B-1: Automating the marketing department
B-2: Automating the sales department
B-3: Automating the customer service department
B-4: Automating the accounting department
Unit 6: eCRM customization and goals
Topic A: eCRM customization
A-1: Identifying stakeholders that benefit from eCRM
A-2: Customizing eCRM
Topic B: eCRM goals
B-1: Achieving CRM goals through eCRM