Hands On Training

Customer Relationship Management

Indian Institute of Management, Bangalore (IIM Bangalore)

via

edX

Course Features

Duration

6 weeks

Delivery Method

Online

Available on

Limited Access

Accessibility

Mobile, Desktop, Laptop

Language

English

Subtitles

English

Level

Intermediate

Effort

5 hours per week

Teaching Type

Self Paced

Course Description

Customer Relationship Management, also known as CRM, helps businesses successfully implement strategies, practices and technolgies aimed at winning and retaining customers profitably. The objective of this business and management course is to equip you with a sound foundation of CRM concepts and best practices so you can implement CRM practices successfully for long-term profitability.

Businesses aim to win and keep customers. Their competitors also seek to do the same. Even the most successful firms, with excellent marketing programs for attracting customers, have trouble with customer retention.

In this course, you will learn how to shift from a short-term customer transaction based mode of operation to a long-term relationship mode and understand the benefits of having strong customer relations.

Topics covered include:

Customer retention
Customer centricity
Customer lifetime value
Customer value management

Course Overview

International Faculty

Post Course Interactions

Instructor-Moderated Discussions

Skills You Will Gain

Prerequisites/Requirements

Familiarity with marketing concepts will be helpful.

What You Will Learn

The meaning and application of CRM.

Benefits of CRM to companies and consumers.

How to implement CRM best practices.

The importance of bonding and building loyalty with customers.

How to build long term customer realtionships.

Course Content

Expand all sections

Module 1: Introduction to CRM

Module 2: Building Customer Relationships

Module 3: Economics of CRM

Module 4: CRM Applications

Course Instructors

Shainesh G

Chair - Executive Education Programs Chair - Initiatives on Consumer Insights Professor - Marketing at IIM Bangalore

Professor G Shainesh has over two decades of research and teaching experience in India and abroad. He has conducted research and teaching assignments at the University of Gothenburg (Sweden), Univers...