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CRM as a Telemarketing Tool

Corporate
Digital Skills

Business Management and Finance

Duration

40 hours

PRESENTATION

This training in CRM as a Telemarketing Tool approaches Customer Relationship Management (CRM) as a essential tool in telemarketing. Beginning with an introduction to the concept and development of CRM, the course delves into customer relationships, customer loyalty strategies and the use of CRM in the digital environment (eCRM). It explores how implement an eCRM solution in the company and the customization tools and their relationship with ERP systems are analyzed. In addition, potential applications of CRM in various business areas are examined.

Objectives

  • Understand the concept and development of CRM in Sales Strategies.

  • Analyze the customer relations, identify the most profitable ones and retain them.

  • Master the phases and techniques of Customer Loyalty in CRM.

  • Explore the eCRM and Its Application in online marketing strategies.

Syllabus

TEACHING UNIT 1. INTRODUCTION TO THE CONCEPT OF CRM

  1. Definitions and Development of CRM.
  2. Phases of CRM Strategies.
  3. Benefits of CRM Systems.

TEACHING UNIT 2. CUSTOMER RELATIONSHIPS IN CRM

  1. Retaining existing customers, strategies, and tactical objectives in CRM.
  2. Criteria for selecting the most profitable customers.

TEACHING UNIT 3. CUSTOMER LOYALTY

  1. Stages of the customer loyalty process.
  2. How to Measure Customer Loyalty.
  3. How to Build Customer Loyalty.
  4. Revision of customer relationship strategies. Implementation of the CRM system and development of an effective communication program.

TEACHING UNIT 4. E-CRM: EMERGENCE AND EVOLUTION

  1. Internet marketing.
  2. The Concept of eCRM.
  3. eCRM Strategies: information, analysis, personalization, customer segmentation, management, structure, distribution, transactions.
  4. Personalized Offers: “One-to-One” Marketing.

TEACHING UNIT 5. DEVELOPMENT OF A CRM STRATEGY ON THE INTERNET

  1. The CRM Components of E-Business.
  2. Optimizing customer relationships.
  3. Custom software development.
  4. How do you implement an eCRM solution in your company?
  5. Benefits of eCRM.

TEACHING UNIT 6. CUSTOMIZATION TOOLS: THE ERP-CRM COMBINATION

  1. Principles of ERP.
  2. Development of the ERP-CRM combination.
  3. ERP Systems in the Company.
  4. Changes in the value chain.
  5. Advantages of ASPs.
  6. Other options for a personalized offer.

TEACHING UNIT 7. POSSIBLE APPLICATIONS OF CRM IN BUSINESS

  1. The New Intermediaries: Intelligent Agents.
  2. Criteria for Selecting a CRM Provider.
  3. Success Stories.
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Are the Educa PHAROS courses eligible for credit?

Many courses can be credited toward the master's programs at Structuralia.
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Facts about our area

+ 1.483

Hours

+88.999

Minutes

264

Courses

Educa PHAROS is a next-generation training model that places a company’s human capital at the forefront. Through a platform that adapts to each company’s corporate identity and offers a total of more than 900 courses, it provides tailored training for each organization. The unlimited flat-rate plan provides each company with the number of courses that best suits its needs, as well as the ability to determine which employees will have access.
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