|
Customer Relationship Management (CRM) centers on
practices that enable a business to satisfy and retain customers. It
represents a paradigm shift from an acquisition focus to a retention and
relationship focus. The philosophy behind CRM is on keeping customers
and improving customer relationships rather than acquiring new ones.
Today many of the marketing methods include direct mail, interactive
media and e-business. As these techniques become more sophisticated,
there is a greater need for creative initiatives designed to maintain
and cultivate consumer relationships. CRM is an approach that emphasizes
customer service and satisfaction indicators as key components in
achieving long-term customer loyalty. Knowledge and experience in CRM is
becoming an increasingly important skill for graduates seeking jobs in
all business disciplines.
Core material of the Customer Relationship Management
Certificate includes: |
-
 Introduction to enterprise resource planning (ERP)
systems concepts
-
Business processes impacted by ERP
-
Systems and Software integration
-
Evaluation of the market place, competitors, and
value of the customer
-
Implementation issues across functional areas
-
Distinctive approach to service organizations
with regards to the development and execution of marketing strategy
-
How service can be used as a source of
competitive advantage
-
Expanding awareness of the creative thought
process, techniques designed to enhance creativity, the creative
options available to the marketing manager, and the skills needed to
manage innovation and creative individuals
|
|
Course Requirements: |
|
|
| |
