Seminario de Customer Relationship Management - Miguel Hidalgo - Distrito Federal - UNITEC Universidad Tecnólogica de México - I13731

Home>Cursos>Atención al Cliente>Miguel Hidalgo>Seminario de Customer Relationship Management - Miguel Hidalgo - Distrito Federal
 
Seminario de Customer Relationship Management
Método: Presencial
Tipo: Cursos
Enlaces Patrocinados
Loading...

Solicita información sin compromiso
UNITEC - Universidad Tecnológica de México

Seminario de Customer Relationship Management - Miguel Hidalgo - Distrito Federal

Nombre
Apellido paterno
Apellido materno
E-Mail
Teléfono
Lada Ej: 234
 
 
 
 
Teléfono Fijo Ej: 49799999
 
 
 
 
Mi teléfono es:
Fijo
Celular
Otro teléfono
Lada Ej: 234
 
 
 
 
Teléfono Fijo Ej: 49799999
 
 
 
 
Mi teléfono es:
Fijo
Celular
Estado
Mes de inicio
Promedio
Para enviar la solicitud debes aceptar la política de privacidad
* Campos obligatorios

En breve un responsable de UNITEC - Universidad Tecnológica de México, se pondrá en contacto contigo para informarte.
Por favor, rellena todos los campos correctamente
Imágenes de UNITEC - Universidad Tecnológica de México:
Centro UNITEC - Universidad Tecnológica de México Distrito Federal Foto
Centro UNITEC - Universidad Tecnológica de México Distrito Federal Foto
AnteriorAnterior
SiguienteSiguiente
Foto Centro UNITEC - Universidad Tecnológica de México Miguel Hidalgo
UNITEC - Universidad Tecnológica de México Distrito Federal Foto
Foto UNITEC - Universidad Tecnológica de México Distrito Federal
Centro UNITEC - Universidad Tecnológica de México Distrito Federal Foto
Foto Centro UNITEC - Universidad Tecnológica de México Distrito Federal
UNITEC - Universidad Tecnológica de México Miguel Hidalgo Distrito Federal Foto
Foto UNITEC - Universidad Tecnológica de México Miguel Hidalgo Distrito Federal
Centro UNITEC - Universidad Tecnológica de México Miguel Hidalgo Distrito Federal
Centro UNITEC - Universidad Tecnológica de México

Analisis de Educaedu

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

Seminario de Customer Relationship Management - Miguel Hidalgo - Distrito Federal Comentarios sobre Seminario de Customer Relationship Management - Miguel Hidalgo - Distrito Federal
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

Otra formación relacionada con Cursos de Atención al Cliente: