I am excited to share with you this course, customer relationship management from a retail perspective. The focus would be to cover so many important topics starting from the definition of CRM to cover the CRM process model. Each topic is designed to enhance not only your academic understanding of the topic but also your practical knowledge.
The following topics will be covered in this course:
- Introduction to CRM
- Definition of CRM
- Critical factors that influence CRM
- Customer Retention and Customer Loyalty
- Understanding the influence of price reduction on customer loyalty
- An overview of the CRM process model
- A detailed explanation of the CRM Process model with all the four (4) stages
- Collecting data on customers
- Analyzing important information
- Keeping in mind the privacy issues
- Protecting customer privacy when collecting data on them
- What are the guidelines provided by FTC when collecting data
- How can you collect more data and useful data
- Analyzing customer data
- Identifying your best customers
- Analyzing customer data using Market Basket Analysis
- Understanding RFM
- The use of frequency programs in CRM
- Developing effective CRM programs
- Implementation of the CRM programs, covering important topics like customer pyramid and customer alchemy
- How to deal with unprofitable customers
As you can see that this course will cover so many interesting topics. I am confident that after attending this course you will be able to improve your retail/ business performance.
See you inside.
Dr. Jan
What you’ll learn
- Customer Relationship Management (CRM)
- Importance of CRM
- Customer Retention & Loyalty
- The CRM process
Are there any course requirements or prerequisites?
Who this course is for:
- Business Administration
- Small and Medium Business Owners
- Marketing Executives
- Entrepreneurs
- Startups
- Retailers
