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Week - 1 |
Customer Relationship Management (CRM) Fundamentals and Definition |
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Week - 2 |
Planning and Implementation Phases of CRM Projects |
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Week - 3 |
Data Management: Collection, Management and Use of Customer Data |
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Week - 4 |
Customer Portfolio Management and Segmentation Analyses |
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Week - 5 |
Customer Experience: Value Creation Process for Customers |
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Week - 6 |
Customer Acquisition Strategies and Channels |
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Week - 7 |
Customer Retention and Development Strategies |
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Week - 8 |
Introduction to Network and Stakeholder Management |
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Week - 9 |
Introduction to Network and Stakeholder Management: Performance-Oriented Network Management |
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Week - 10 |
Business-to-Business Dynamics: Management of Supplier and Partnership Relations |
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Week - 11 |
Corporate Communication: Management of Investor and Employee Relations |
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Week - 12 |
Information and Technology: Operational and Collaborative CRM Systems |
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Week - 13 |
Analytical CRM, Data Mining and CRM Software |
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Week - 14 |
Ethics and Data Privacy in CRM |