CRM Course description - Sharif University of Technology...

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Sharif University of Technology C . Customer Relationship Management (C.R.M) Spring Session 2011 General Information Instructor: Nasser Karami Email: [email protected] Telephone Number: 66165852 Class time Description CRM is defined as the overall process of building and maintaining profitable customer relationships by delivering value and satisfaction to the customer. This course examines customer relationship management (CRM) as a key strategic process within all organizations and serves as a foundation course in the Service Management Program. It will explain what the CRM, the benefits it provides is, how it works, and how to implement. It will show how CRM practices, and technologies are used to increase the efficiency of marketing, sales, service objectives throughout the customer life cycle stages of customer acquisition, development and termination. Students learn how to find the most valuable customers and how to increase the efficiency in customer acquisition, and churn management. It will cover various recent findings in scientific research in quantitative marketing, economics, and consulting cases. This course relies on the quantitative methods especially on the logistic regression. Students are expected to have taken basic Statistics courses. Objectives After completing the course of study, students will have: 1. Gained an understanding of key concepts, technologies and best practices of CRM 2. A view of the organization of business and its integration with CRM
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3. An understanding of the CRM value proposition for different vertical markets 4. Knowledge of the lifecycle of CRM as applied to customer interactions 5. Knowledge of CRM customer data acquisition, management, research, analysis and use 6. An understanding of CRM strategies in Sales, Marketing and Customer Service contexts 7. An understanding of the impact of CRM on customer experience, satisfaction and loyalty 8. Developed a CRM Plan for the implementation of a personal CRM strategy.
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CRM Course description - Sharif University of Technology...

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