The principles of traditional, offline-focussed, Customer Relationship Management are not up to the challenge of new web channels, social media and mobile engagements. This course will take you through the essentials of the new approach to eCRM - enabling you to execute a high performance CRM solution that drives revenue.
Effectively managing differentiated relationships with customers, and communicating with them on an individual basis, is becoming essential for improving engagement, relationships and in turn, profit. With the expansion of consumer touchpoints across offline and online channels, a multi-channel approach to Customer Relationship Management (CRM) is vital to success.
You'll learn a strategic, holistic and structured approach to planning, designing and deploying CRM solutions that harness the power of integrated digital and offline channels. You'll also learn a clear approach to designing and executing a high-performance CRM solution that maximises customer life time value, reduces customer service costs and drives revenue - and can prove it.