Ir a inicio > Cursos > Atención al Cliente > Miguel Hidalgo > Seminario de Customer Relationship Management - Miguel Hidalgo - CDMX - Ciudad de México

Seminario de Customer Relationship Management

Contacta sin compromiso con UNITEC - Universidad Tecnológica de México

Para enviar la solicitud debes aceptar la política de privacidad

Analisis de educaedu

Liz Berumen

Liz Berumen

Seminario de Customer Relationship Management

  • Modalidad de impartición
    Es obligatorio que el alumno asista de manera presencial tomar las clases del Seminario de Customer Relatioship Management.
  • Número de horas
    Consta de 9 bloques de diferentes temas.
  • Titulación oficial
    UNITEC al finalizar su plan de estudios te dará un certificado de el seminario de customer relationship management.
  • Valoración del programa
    CRM es una base esencial en cada empresa ya que es muy importante brindarle el mejor servicio y satisfacer necesidades o sino hasta incluso crearles la necesidades a los clientes. Este seminario te enseñara las herramienta mas importante para lograr los objetivos.
  • Precio del curso
    Por favor comunícate a los teléfonos de UNITEC o asiste en algunos de sus planteles para preguntar por sus costos.
  • Dirigido a
    Personas con experiencias en el ramo de mercadotecnia, comercio, comercio internacional, ventas, etc.
  • Empleabilidad
    Todos los corporativos es necesario que tenga una área de ventas o mercadotecnia, así que podrás trabajar en una de esas áreas con el plus de tener un seminario enfocado en el CRM.
  • Salario esperado
    El egresado ya tendrá un plus mas en su cv que podrá exigir un mejor sueldo arriba de los 10000 mx

Comentarios sobre Seminario de Customer Relationship Management - Presencial - Miguel Hidalgo - CDMX - Ciudad de México

  • Objetivos del curso
    CRM (customer relationship management) is an information industry term for methodologies, software, and usually Internet capabilities that help an enterprise manage customer relationships in an organized way. For example, an enterprise might build a database about its customers that described relationships in sufficient detail so that management, salespeople, people providing service, and perhaps the customer directly could access information, match customer needs with product plans and offerings, remind customers of service requirements, know what other products a customer had purchased, and so forth.
  • Curso dirigido a
    - Middle- and senior-level managers from marketing, e-commerce, sales and operations, strategic planning and general management - Senior technology and information managers who support marketing, e-business and CRM programs- Product, brand, e-marketing and advertising managers- Finance managers responsible for customer profitability measurements and analysis Sales and service managers
  • Contenido
    Por el momento este curso no se está impartiendo

    Overview of CRM

    - CRM Concepts
    - CRM - More definitions
    - CRM Drivers
    - Constituents of a Good CRM Strategy
    - CRM and Technology
    - CRM Solutions Map
    - The Concept of e-CRM
    - e-CRM and CRM
    - Implementation Challenges

    Developing a Customer Strategy
    Section 1: Fundamentals of Customer Strategy
    - Customer Strategy Basics
    - Customer Loyalty
    - Customer Satisfaction
    - Customer profiling and Modeling
    Section 2: Evolution of a Customer
    - Centric Enterprise
    - Customer Centric Enterprise – Background
    - Customer Centricity – Concepts
    - Product Centricity Vs. Customer Centricity
    - Customer Centric Strategy
    - Evolution of Customer Centric Enterprise (CCE)
    - Specific Adaptations of a CCE
    Section 3: Discussing the core of successful CRM initiatives
    - Core of any successful CRM initiative
    - Seven Habits of a successful CCE
    Section 4: Mapping People, Processes and Technology
    - Revisiting the basic precepts
    - Discussing People, Processes and Technology
    - Transitioning from product centricity –Processes
    - Transitioning from product centricity –People
    - Transitioning from product centricity -Technology
     
    Customer Lifecycle Management and Lifetime Value
    - Concept of Customer lifecycle
    - Customer Life Cycle stages – Illustrated
    - Customer Life Cycle Management
    - Managing the Customer Life Cycle in a CCE
    - Concept of Customer Lifetime Value
    - Customer Lifetime value assessment

    CRM Technology
    - CRM Ecosystem
    - Customer Interaction and CRM
    - Three Pillars of CRM
    - Operational CRM
    - Analytical cycle of CRM
    - Analytical CRM
    - Collaborative CRM

    Operational CRM
    - Sales Force Automation
    - Account Management - Illustrated
    - Opportunity Management –Illustrated
    - Sales Forecasting
    - Sales Funnel management
    - Sales Pipeline Management
    - Marketing Automation
    - Campaign Management
    - Analyzing, Learning, Listening and Responding
    - Workflow Management
    - Marketing Communications – Illustrated
    - Contact Management
    - Contact Management – Illustrated
    - Ticket Management

    Analytical CRM
    - Critical components of Customer Centric Strategies
    - Analytical CRM defined
    - CRM Intelligence Management Cycle
    - Analytics and Customer Life Cycle Management
    - CRM Data warehouse
    - Analytical CRM Components
    - Benefits from CRM Analytics
    - Customer Centric Data Mining
    - Analytical CRM application areas
    - Teradata Industry CRM
    - Requirements from an Analytical CRM application
    - Data Extraction – Illustrated
    - Data Enhancement – Illustrated
    - Clustering and profiling
    - Model building and Analysis
    - Scoring
    - CRM Analytics - Sample vendor options
    - Common Implementation Problems

    Collaborative CRM
    - Collaborative CRM
    - Customer Centricity revisited
    - Channel evolution
    - Multi-channel Strategy
    - Multi-Enterprise Value Networks
    - Mapping Customer interactions into Life Cycle stages
    - Customer Interaction Centers
    - Avaya Communications architecture
    - Customer Interaction Center – Detailed
    - Avaya Unified Communication mode
    - Call Center – Explained
    - Evolution of Contact Centers
    - Contact Centers – Evolution Phases
    - Technology Transformation and Migration
    - Customer interaction –illustrated
    - What do portals address?
    - Integrating Customer Information through portals
    - Employee Portal
    - Customer Portal
    - Partner Portal

    CRM Project Management
    - CRM Initiative – Phases
    - Planning the CRM initiative
    - Preparatory Phase
    - Preparatory Phase – Activities
    - Defining the CRM vision
    - Assessing CRM readiness (Organizational perspective)
    - Analyzing business processes
    - Auditing the IS/IT infrastructure
    - Establishing CRM project objectives
    - Building a business case for CRM
    - Building the team
    - Ensuring involvement of key people
    - Prioritizing the requirements
    - Establishing the budget
    - Establishing tentative timelines
    - Short listing prospective CRM solution vendors
    - Selecting the CRM solution
    - Selecting the solution partner
    - Implementation Phase
    - CRM implementation project methodology
    - Definition Stage
    - Analysis Stage
    - Design & prototyping Stage
    - Configuration & Testing
    - Deployment Stage
    - Managing Change
    - Training is key to implementing change
    - Post Implementation Phase
    - Post Implementation Support
    - Problem areas to look out for

    Building a Business Case for CRM
    - Need for a Business Case
    - Elements of a good Business Case
    - Challenges in quantifying CRM Benefits
    - Categorization of CRM Benefits
    - CRM Metrics Framework
    - CRM Benefits - Customer’s perspective
    - A methodology for ROI Estimation
    - Presenting the benefits
    - Identifying and mitigating risks

Últimas consultas al curso

"Estoy interesada en el seminario, pero me da la información en inglés, será posible que me la envíen por favor en español. "

Sandra para Seminario de Customer Relationship Management

Distrito Federal

"Deseo resibir su valiosa informacion de tan grande función de la publicidad ,de su gran y prestigioso centro de estudios. "

Mario para Seminario de Customer Relationship Management

Extranjero

"Hola quisiera saber los costos del curso, asi como cual es su duracion, ademas de los horarios en los cuales se imparte, para poder combinarlo con mi horario laboral. "

Jhoanna para Seminario de Customer Relationship Management

Distrito Federal

Otra formación relacionada con Atención al Cliente

Este sitio utiliza cookies.
Si continua navegando, consideramos que acepta su uso.
Ver más  |