CUSTOMER RELATIONSHIP MANAGEMENT STRATEGY

Managing relationships with customers has become a critical organizational competency. Get winning strategies for acquiring and retaining customers by leveraging the latest advanced technologies.

This course will teach you how to select the right tools for your business-- so it can grow today--and on into the future. Lagging means lost customers, which means damage to the bottom line. But how do you not lag when customers are moving lightning fast to demand constant changes in the speed to complete their transactions? How do you keep your customers when the move to another company is nothing more than a mouse click and a minute away?
 

What you will cover?
 

Module 1 - Overview of CRM

Module 2 - Developing a Customer Strategy

Module 3 - Customer Lifecycle Management and Lifetime Value

Module 4 - CRM Technology

Module 5 - Operational CRM

Module 6 - Analytical CRM

Module 7 - Collaborative CRM

Module 8 - CRM Project Management

Module 9 - Building a Business Case for CRM

 

Which teaching method is applied?
 

IBI Blended eLearning were designed to achieve a good balance within group learning and real time discussion, self-study and interactive learning which is conducted by competence based teachers and experts to completely replace classroom training.
 

eClasses (Online coaching) eConversations (Live instructor training)
5 weeks: 25 hours  5 weeks: 10 hours 

The chart shows a web-enhanced case-based activity in an IBI course with the requirement for the students to go through detailed and diverse procedures which shows the flow of a typical online case-based learning sequence in the course. The online activities were varied: web searching, reading of online resources, quizzes, learning games and group discussions…Many of the eLearning lessons activities are carried out independently integrated in our self-paced learning programs - eClasses but students’ performance is closely monitored by the teacher and contributed to course grades.

The activity sequence in Learning Activities Management System (LAMS) allowed the activities to become more structured in the following manner. The course is structured into different modules and lessons so that students learn them in order together with working with the suggested online resources and the links to the resources were placed in the LAMS sequence. 

Students learn and finish each lesson and when they feel that they are fully learned, they click the ‘next’ button to go to the next lesson and then the mini test when they have finished a whole module for the progressing analytics and evaluation. The students learn through the case materials, quizzes on comprehension and the associated questions…then they can submit their questions and exercises to the instructor who will receive students’ answers and exercises also through the same system.

The topics of the module will be further discussed in the live classroom training - eConversations, with various answers being compared and contrasted. Students then rethink about their own solutions. A learning project will be assigned after that for them to work in group to really comprehend and absorb the knowledge and skills.

 

THE CHALLENGES OF BUSINESS INNOVATION

The ability to innovate is now a top priority for companies everywhere. The speed at which innovation occurs is accelerating, and consumers are hungry for the new products, services and experiences coming their way. But the economic climate still presents considerable challenges.