Location

Community Services & Continuing Education - Cairo

Objectives

• This course examines customer relationship management (CRM) as a keystrategic process within all organizations and serves as a foundation course inthe Service Management Program. CRM is defined as the overall process ofbuilding and maintaining profitable customer relationships by delivering valueand satisfaction to the customer. Focusing on people, process, strategy andtechnology, this course leads trainees understand the fundamentals of CRMthrough the implementation of CRM systems and analysis of customer data.Furthermore, It discusses the CRM common CRM Challenges that is likely toraise in the implementation cycle.

Outcomes

a-Knowledge and Understanding1. Understanding of key concepts, technologies and best practices of CRM2. A view of the organization’s business process and its integration with CRM.3. Knowledge of the lifecycle of CRM as applied to customer interactions4. Knowledge of CRM customer data acquisition, management, and use.5. Knowledge of the common challenges of CRM implementationsb- Intellectual Skills1. Familiarization with different CRM technology solutions (Oracle, Odoo.com, etc.)c-Professional Skills1. An understanding of the impact of social networking on CRM best practices.d- General Skills1. An understanding of CRM strategies in Sales, Marketing and Customer Service contexts2. An understanding of the impact of CRM on customer experience, satisfaction and loyalty

Course Contents

Introducing CRMconcepts and its impacton Business- E-commerce VS. E-business- Importance of e-business in merging thedigital with the Physical world.- CRM definition, importance, spending,components, and flowCRM Strategy- Setting a CRM strategy- Planning and Implementation.- How customers are classified in CRM?Common Challenges in CRM implementations