Diploma in Customer Relationship Management

Description

Course Name: Diploma in Customer Relationship Management

Course Id: DCRM/Q1001.
Education Qualification: 12th Pass.

Duration: 370 Hrs (Equivalent to One Year).

Total Credits: 18.

How You will Get Diploma Certificate:

Step 1- Select your Course for Certification.

Step 2- Click on Enroll Now.

Step 3- Proceed to Enroll Now.

Step 4- Fill Your Billing Details and Proceed to Pay.

Step 5- You Will be Redirected to Payment Gateway, Pay Course and Exam Fee by Following Options.

Card(Debit/Credit), Wallet, Paytm, Net banking, UPI and Google pay.

Step 6- After Payment You will get Study Material Login id and Password on your email id.

Step 7- After Completion of  Course Study give Online Examination.

Step 8- After Online Examination you will get Diploma Certificate soft copy(Scan Copy) and Hard Copy(Original With Seal and Sign).

Step 9- After Certification you will receive Prospect Job Opportunities as per your Interest Area.

Online Examination Detail:

• Duration- 120 minutes.
• No. of Questions- 60. (Multiple Choice Questions).
• 10 Questions from each module, each carry 10 marks.
• Maximum Marks- 600, Passing Marks- 40%.
• There is no negative marking in this module.

Benefits of Certification:

• Government Authorized Assessment Agency Certification.
• Certificate Valid for Lifetime.
• Lifetime Verification of Certificate.
• Free Job Assistance as per your Interest Area.

Diploma In Customer Relationship Management

 Evolution of Customer Relationship– Introduction, Customer Loyalty, Success Factors, Three Levels of Service, Service- Level Agreements, Evaluation of Customer Relationship Management, Technological Advancement, Intensive Competition, Growing Importance of the Service Sector, Adoption of total Quality Management (TQM) Programmes, Schools of Thought on CRM, Defining CRM, Benefits of CRM- Customers are Profitable over a period of time, Customer probability is Skewed, Marketing Benefits of CRM, Service Benefits of CRM.

CRM Concepts– Understanding Customer Relationships- Introduction to CRM, understanding relationships, Managing the customer lifecycle – customer acquisition, Managing the customer lifecycle – customer retention and development, Strategic CRM, how to deliver customer-experienced value, managing customer experience, Operational CRM, Marketing automation, Service automation, Analytical CRM, Realizing the Benefits of CRM, Looking to The Future.

Planning for CRM– Planning and Implementing Customer Relationship Management Projects- Introduction, CRM Implementation, Develop the CRM Strategy, Situation analysis, Customers or segments, Market offerings, Channels, Commence CRM education, Develop the CRM vision, set priorities, establish goals and objectives, identify people, process and technology requirements, Develop the business case, Build CRM Project Foundations, Identify change management needs.

CRM and Marketing Strategy– The Implementation of Relationship Marketing and CRM – How to Become a Customer- Focused Organization, Introduction, The Concept of CRM System, CRM Architecture, CRM Implementation, The Definition of ERP, The Critical Success Factor (CSF), The CSF in the Implementation of CRM, Align the whole organization to support CRM implementation, Information Technology, Process Organization, The Corporate Structure, The Corporate Structure, Managing People, Large Companies.

CRM Implementation– Strategies for Successful CRM Implementation- Introduction, CRM in business, Strategies for implementing CRM, Barriers to CRM (pre-CRM), Difficulties after implementing CRM (post-CRM), Successful CRM implementation, Lessons learned, Conclusion.

Call center– CRM Domestic Voice Representative Training, Outbound Calls: Interacting with Customer, Using CRM Application: Free CRM, Work Management, Workplace Safety and Hazards, Introduction, Information Technology, Growth of IT Sector in India, Top 10 BPO Companies in India, Sub Sector of IT industry, IT Services, Business Process Management, Software Products, Engineering Research and Development, Employment Trends, Outsourcing, Call Centre Outsourcing, IT Services Outsourcing, Healthcare BPO Outsourcing.