Customer Relationship Management | A Retail Perspective
The success of your business through managing relationships with customers effectively
Description
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 covering 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 of 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 Will Learn!
- Customer Relationship Management (CRM)
- Importance of CRM
- Customer Retention & Loyalty
- The CRM process
Who Should Attend!
- Business Administration
- Small and Medium Business Owners
- Marketing Executives
- Entrepreneurs
- Startups
- Retailers