CRM Application هذه الدورة تدرس باللغة الإنجليزية

تفاصيل الدورة

Customer Relationship Management (CRM) embraces aspects of daily business activities that include marketing, sales and service— were customers tend to be directly and regularly engaged. 



This course will examine different aspects of how a firm can practice CRM with content potentially drawn from topics that deal with marketing and planning, campaign management, e-marketing, lead management, analytics, customer segmentation, service order support and customer processing. Both theoretical and practice content will underpin the subject— with student learning being based on using a combination of computer-based exercises, case studies and industry speakers.

Program Outline

This modular course includes the following topics:

• Introduction and understanding CRM relationships.
• Planning & implementing CRM projects
• Customer portfolio management.
• IT for CRM
• Managing the customer lifecycle: acquisition, retention & development.
• Sales-force automation.
• Marketing automation.
• Service automation.
• Organisational issues and CRM
• Industry-based applications of CRM

Course Modules

Students will acquire the knowledge and skills needed to:

• Demonstrate an understanding of the theoretical aspects of CRM across the main areas of sales, services and marketing.
• Demonstrate an understanding of the strategic, operational, analytical and collaborative value of CRM within an organisation.
• Demonstrate an understanding and knowledge of how CRM can be used to segment existing and newly acquired clients.
• Demonstrate knowledge of the relationship that CRM has within the enterprise resource planning (ERP) systems environment of large organisations.
• Demonstrate an understanding of the different areas of CRM software.
• Have the skills to be use a Web-client interface for customising, creating and initiating CRM activities.
• Have the appropriate ability to investigate, analyse, document and present the salient aspects of a CRM implementation or CRM innovation into their work place or through case-study.

Entry Requirements

• Students must have a recognised Bachelor degree and IELTS 6.5. Students who have been taught at Bachelor level with English as medium of instruction may not need IELTS score.
• Students with Diploma level qualification and minimum 5 years of working experience may apply. Students with undergraduate qualification taught in English meets the English requirements for the course

Certificates Issued

Upon successful completion of this module students will be issued with following SOAs:

• IT-SA-402S-1 Develop sales support and customer management programs
• IT-GSM-301S-1 Implement sales and marketing activities
• SAP CRM Alliance Certificate offered by Victoria University and SAP Australia

Education Pathway

Graduates who wish to pursue Masters of Business (ERP Systems) will get an exemption for 1 module.

Graduation Requirements

Students must successfully pass or deemed Competent (C) in assessments. Student upon failing will need to take the module again. An additional charge applies in such cases.