Postgraduate Diploma: CRM Platform Expert

Postgraduate Diploma: CRM Platform Expert

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What you’ll learn:
  • Business Principles of Customer Relationship Management
  • Multichannel Sales, Service, Marketing and Business Management
  • Business principles of implementation of oCRM tools (Microsoft Dynamics 365 (CRM), Oracle Siebel CRM, Salesforce)
  • Business principles of implementation of aCRM tools (SAS MA, Microsoft Azure, AWS)
  • Sales Management
  • Service and claims Management
  • Cross-sale and up-sale
  • Digital Channels building
  • Examples from Consumer Lending, Mortgage and other produc-lines of Retail Business
Description:

Postgraduate Diploma:  CRM Platform Expert (Sales, Service, Marketing and Business Management with CRM Platforms)

Welcome to course: Business Principles of Customer Relationship Management, Multichannel Sales, Service, Marketing and Business Management with oCRM (Microsoft Dynamics 365 (CRM), Oracle Siebel CRM, Salesforce) and aCRM tools (SAS MA, Microsoft Azure, AWS).

Short Description: Course will be interesting to anybody who want to know business cases and business environment of usage of a+о CRM systems. We will consider different business topics, practical examples and cases and also will talk about business related questions of implementation.

Considered Business Areas:

  • Sales Management
  • Service and claims Management
  • Cross-sale and up-sale
  • Digital Channels building
  • Examples from Consumer Lending, Mortgage and other produc-lines of Retail Business

Considered types of systems:

  • Operational CRM
  • Analytical CRM
  • Partners CRM

Course Content:

  • Introduction to CRM methodology and software area
  • CRM usage at sales channels management (branchs network, contact center, POS)
  • CRM at building of partners and agent channels
  • CRM as a fondation for building of remote and digital channels
  • Sales and service management methodology
  • Introduction to Analytical CRM (aCRM)
  • Business Cases of ACRM usage
  • aCRM Implementation
  • CRM at Marketing and digital acquisition
  • Implementation strategy

Course Full Description:

Introduction to the world of 360 degree overview of a business:

• Overall information about CRM and oCRM systems usage cases and implementation

• Practical cases at sales, service, marketing and business management

• Usage of CRM as a platform for digital channels building

• Examples from leading worldwide banks

• Course for business experts and tech experts, who want to understand business environment.

Introduction to CRM implementation:

• Key focuses of CRM launching

• Key areas of usage

• Business principles and details

• Examples from retail banking, consumer lending and mortgage business

Course Author:

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Who this course is for:
  • Course will be interesting to anybody who want to know business cases and business environment of usage of a+о CRM systems. We will consider different business topics, practical examples and cases and also will talk about business related questions of implementation.

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