Material Detail

This is a 3 Part Presentation. By the end of this course, learners will gain insights and skills to:

• Identify the concepts of customer relationship management and its building blocks.
• Recognize different strategic and organizational aspects of CRM.
• Explain the marketing aspects of CRM, the decision to invest in a specific customer relationship, and the way to develop relationships.
• Discuss the channels organisations use to interact with customers.
• Formulate the multichannel strategy and decide how to organise these channels.
• Discuss the CRM system and its implementation.

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