SALES AND CUSTOMER RELATIONSHIP MANAGEMENT (GBM) (4 Credits)

Learning Outcomes:

On successful completion of this course, student will be able to:

1. Understand customer journey phases
2. Apply effective communication of CRM knowledge
3. Analyze core CRM knowledge & categories
4. Create CRM strategy in real-world context empowered by Artificial Intelligence

Topics

1. Introduction to CRM
2. Introduction to CRM
3. Understanding Relationship
4. Understanding Relationship
5. Managing the customer journey: customer acquisition
6. Managing the customer journey: customer acquisition
7. Managing the customer journey: customer retention and development
8. Managing the customer journey: customer retention and development
9. Customer portfolio management
10. Customer portfolio management
11. Managing customer-experienced value
12. Managing customer-experienced value
13. Managing customer experience
14. Managing customer experience
15. Marketing, sales force and service automation
16. Marketing, sales force and service automation
17. Developing and managing customer-related databases
18. Developing and managing customer-related databases
19. Using customer-related data
20. Using customer-related data
21. Planning to succeed
22. Planning to succeed
23. Implementing CRM
24. Implementing CRM
25. The future of CRM
26. The future of CRM