Customer Relationship Management

If anything, the Internet and the World Wide Web have highlighted the importance of a customer-focused approach to business and marketing. It may seem obvious now, but the heydays of mass media marketing seemed to assume that people could be persuaded to purchase anything, provided there was sufficient advertising to promote a product. While signs declaring, “The Customer is Always Right” may have been stuck to the walls of shops and restaurants, the customer did not have much of a voice outside of that shop or restaurant.

Move forward a few decades to an increasingly connected society and market place, and the customer’s voice is being heard in blogs, forums, reviews and other forms of social media. It is easier for consumers to connect with one another, albeit virtually, to share experiences with services and products.

Customer Relationship Management (CRM) is, as the name suggests, about managing relationships with customers. It should imply a customer-focused approach to business focussed on fostering real relationships with these important stakeholders: customers.

This module has been prepared with a view to educate and create awareness about eCRM, how CRM systems work,  when and how to invest in CRM systems, emerging technologies, the good and the bad about eCRM's

This module would be useful for people interested in knowing more about Customer Relationship Management, MBA / BBA / B.Com students, Sales & Marketing Professionals, Advertising & PR Professionals, NGO's, NPO's, Brand Managers, Entrepreneurs, Doctors, SME's and anyone wanting to know about the basics of Customer Relationship Management. 

• Module Curriculum

  • Why eCRM

  • Key Terms and Concepts of Customer Relationship Management

  • Customer-Centric and Customer-Driven

  • Types Of CRM in Organizations

  • Putting a Value on CRM

  • Mini Case Studies of Customer Relationship Management

  • Using CRM to inform your Digital Marketing tactics

  • Technology and CRM

  • Managing Interaction Data in Customer Relationship Management

  • Analyzing Data in Customer Relationship Management

  • VRM – A New Way of looking at Relationships

  • Great Videos on Customer Relationship Management

  • Some Interesting Articles on Customer Relationship Management

  • Important Books on Customer Relationship Management

  • Best Slides on Customer Relationship Management

  • Further Reading on Customer Relationship Management

• Learning Options

  • Selfpaced Study - FREE

    • Self-paced study is available through our Free Masterclass Programs. Registration to the Masterclass is Free for all members of IICM. The Masterclass is delivered through our advanced learning management system comprising of Study Resources and a constantly incrementally updated knowledge center.

    • Pay only for Assessment, when you are ready to be Certified

  • Training On Demand

    • Ondemand : Online / Classroom / Onsite Training options available

    • Instructor Led

    • Schedule as per your convenience (Based on instructor availability)

    • Free Assessment