Description
I am excited to share with you this course, customer relationship management from a retail perspective. The focus would be to cover so many important topics starting from the definition of CRM to covering the CRM process model. Each topic is designed to enhance not only your academic understanding of the topic but also your practical knowledge. The following topics will be covered in this course: Introduction to CRMDefinition of CRMCritical factors that influence CRMCustomer Retention and Customer LoyaltyUnderstanding the influence of price reduction on customer loyaltyAn overview of the CRM process modelA detailed explanation of the CRM Process model with all of the four (4) stagesCollecting data on customersAnalyzing important informationKeeping in mind the privacy issuesProtecting customer privacy when collecting data on themWhat are the guidelines provided by FTC when collecting dataHow can you collect more data and useful dataAnalyzing customer dataIdentifying your best customersAnalyzing customer data using Market Basket AnalysisUnderstanding RFMThe use of frequency programs in CRMDeveloping effective CRM programsImplementation of the CRM programs, covering important topics like customer pyramid and customer alchemyHow to deal with unprofitable customersAs you can see that this course will cover so many interesting topics. I am confident that after attending this course you will be able to improve your retail/ business performance. See you inside. Dr. Jan
