Certification in Management Programs


Certification in Customer Relationship Management (CRM)

Course Overview:

Customer Relationship Management is the heart of marketing and management consultation. This course examines the entire scope of purchasing and services marketing, CRM techniques used in dealing with the final consumers, developing relationship-building skills, in areas of personal selling, direct marketing and commercial negotiations.

This course consists of

• 17 modules.
• 2 Case Studies.
• 1 Assessment.

Learning Objective:

The objective of the course is:

• Acquaint students with the CRM concept.
• Understand the importance of customer loyalty and retention.
• Understand the process of technology-based methods of relationship-building interactive and e-customer management.
• Interpretation of relationship value of customers.

Learning Outcomes:

• Application of various strategies of CRM .
• Recognizing values for customer and importance of customer loyalty and Retention.
• Learn negotiation techniques with customers, relationship-building with customers, e-customer management and the sensitive permission marketing, data protection and privacy concerns.

Table of Contents:

• Introduction .
• Introduction to Customer Relationship Management.
• Myths and Facts surrounding CRM.
• CRM as an Integral Business Strategy.
• Customer Service or Sales Profile.
• Customer Data Management.
• The Value of Customer Knowledge.
• Creating Performance Driven CRM.
• The Customer Performance program.
• Organizational Performance Program.
• Quality Service Performance Program.
• CRM-Precursor to DCM.
• Tools to build Customer Performance Programs.
• Tools to build Quality Performance Programs.
• CRM on Internet.
• Managing Relationships through Conflict.
• Customer Loyalty.
• Service Level Agreements.

Career Path:

The candidate can enhance and equip themselves with an in-depth knowledge of CRM processes and technologies that can help them fit into the Client Servicing teams of any Industry, in the position of Business Development Executives, Relationship Manager, CRM Consulting etc.


Prospective Recruiters:

• Satyam Computers.
• Mphasis.
• Polaris.
• Parsec.
• Tata McGraw-Hill.
• Unilever.
• ITC.
• Nestle.
• Parle.
• IBM Daksh.
• HTMT Global.
• ICICI Bank.