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Customer Relationship Management

Course Description

Develop customer loyalty and incorporate an effective and cost-efficient customer relationship program.  Customer Relationship Management explains the circular relationship between suppliers, technology, and customers, which together provide the infrastructure for customer support in an e-business environment.

Course Objectives:

· It will cover historical, economic, technical and customer perspectives.
· Discuss the significance of CRM on the company's financial statement

Course Contents:

· Overview of CRM
· Developing a Custom Strategy
· Customer Lifecycle Management
· CRM Technology
· Operational CRM
· Analytical CRM
· Collaborative CRM
· CRM Project Management
· Building a Business Case for CRM

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