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Course Outline

1. Introduction to CRM
  • Defining CRM
  • Three forms of CRM
  • Strategic CRM
  • Operational CRM
  • Analytical (or analytic) CRM
  • The changing face of CRM
  • Misunderstandings about CRM
  • Conclusion
2. Understanding Relationship
  • When do companies want relationships with customers?
  • Customer life-time value
  • When do customers want relationships with suppliers?
  • When do customers NOT want relationships with suppliers?
  • Customer satisfaction, loyalty and business performance
  • Conclusion
3. Managing the customer journey: customer acquistion
  • Introduction
  • Customer journey: the basics
  • Customer acquisition
  • Portfolio purchasing
  • Prospecting
  • Making the right offer
  • Key performance indicators of customer acquisition programs
  • Operational CRM tools that help customer acquisition
  • Conclusion
4. Managing the customer journey: customer retention and development
  • Introduction
  • Economics of customer retention
  • Strategies for customer retention
  • Positive customer retention strategies
  • Context makes a difference
  • Key performance indicators of customer retention programs
  • The role of research in reducing churn
  • Strategies for customer development
  • Strategies for terminating customer relationships
  • Conclusion
5. Customer portfolio Mangement
  • Basic disciplines for CPM
  • CPM in the business-to-business context
  • Additional customer portfolio management tools
  • Strategically significant customers
  • The seven core customer management strategies
  • Conclusion
6. Managing customer-experienced value
  • Introduction
  • Understanding value
  • When do customers experience value?
  • Modeling customer-perceived value
  • Sources of customer value
  • Customization
  • Value through the marketing mix
  • Conclusion
7. Managing customer experienced
  • Introduction
  • The experience economy
  • Service marketing
  • Total quality management
  • Customer experience concepts
  • Data sources for CX research
  • CRM’s influence on CX
  • How CRM software applications influence customer experience
  • Conclusion
8. Marketing automation
  • Introduction
  • Benefits of marketing automation
  • Software applications for marketing
  • Conclusion
9. Sales Force Automation
  • Introduction
  • The SFA eco-system
  • SFA software functionality
  • SFA adoption
  • How SFA changes sales performance
  • Summary
10. Service automation
  • Introduction
  • Modeling service quality
  • Customer service standards
  • What is service automation?
  • Benefits from service automation
  • Software applications for service
  • Conclusion
11. Developing and managing Customer-related databases
  • Introduction
  • Corporate customer-related data
  • Structured and unstructured data
  • Developing a customer-related database
  • Data integration
  • Data warehousing
  • Data marts
  • Knowledge management
  • Conclusion
12. Using customer-related data
  • Introduction
  • Analytics for CRM strategy and tactics
  • Analytics throughout the customer journey
  • Analytics for structured and unstructured data
  • Big data analytics
  • Analytics for structured data
  • Three ways to generate analytical insight
  • Data-mining procedures
  • Artificial intelligence (AI), machine learning (ML) and deep learning (DL)
  • Privacy issues
  • Conclusion
13. Planning To Succed
  • The logic of the business case
  • Organizing for benefits
  • Network and virtual organizations
  • Person-to-person contacts
  • Key account management
  • Conclusion
14. Implementing CRM
  • Introduction
  • Phase 1: develop the CRM strategy
  • Phase 2: build CRM project foundations
  • Phase 3: needs specification and partner selection
  • Phase 4: project implementation
  • Phase 5: performance evaluation
  • Conclusion
15. The Future
  • Introduction
  • Data and technology
  • Supply-side innovation
  • Data science
  • Conclusion
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Daftar
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Mini MBA in Customer Relationship Management
asian female creative designer project discuss and presentation with client video online conference using tablet technology device with sample of material and choice of project option,business concept
  • friends-attending-online-classes-together
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Mini MBA in Customer Relationship Management hadir untuk membantu lebih dalam mengenai apa itu Customer Relationship Management. Program ini merupakan program non-degree dan mendapatkan pemahaman dan materi Customer Relationship Management.

FAQ

Apakah saya akan mendapatkan gelar setelah bergabung dengan Mini MBA in Customer Relationship Management Program?
  • Tidak, Namun anda akan mendaptkan sertifikat partisipasi Non-Gelar yang di akreditasi oleh CSEAI.
Kenapa harus Mini MBA Customer Relationship Management Program ?
  • - Harga Lebih terjangkau :
    Selain proses pembelajaran yang dapat diikuti kapan saja dan dimana saja dan berkualitas serta harga yang terjangkau.
    - Menambah keahlian dibidang Customer Relationship Management :
    Kurikulum disusun sedemikian rupa agar dapat menambah pemahaman serta skills peserta khususnya dibidang Customer Relationship Management.
Sertifikat diakui oleh CSEAI dan seluruh Indonesia
  • Dalam dunia pekerjaan Sertifikat dan Ilmu serta pengalaman yang di peroleh dari Mini MBA Customer Relationship Management Program mampu menambah nilai jual diri untuk menunjang karir anda di masa depan.
Mentor Berpengalaman
  • Langsung diajari oleh mentor yang sudah berpengalaman
Hemat waktu& fleksibel
  • Anda belajar tanpa mengganggu pekerjaan kantor
Bagaimana Cara melakukan Pembayaran ?
  • Pembayaran dapat dilakukan melalui Rekening Bank BCA, A.N PT. JICSI Nusantara Jaya dengan No.rek 277-8292-888 dan sertakan bukti Treansfer.
Sertifikat Mini MBA Customer Service Program
  • Dapatkan sertifikat Mini MBA in Customer Relationship Management Program dengan nilai minimal ujian 85%.