 What is actually CRM? What are the components in it?

What is the 
basic philosophy of CRM? How is the thinking process in CRM really? 
 How can CRM improve business performance? What are the benefits of
CRM for the company? 
 Where do we place CRM, when paired with 
sales , digital marketing , loyalty programs , customer experience , customer 
centric , customer service and IT? 
 How can we measure customer value ? How can CRM
create value for customers and companies? 
 What is the impact of technological developments and social media on
CRM? 
 How to make CRM planning to implement CRM Strategy in the
organization.  

What will be learned:

Domain 1: CRM Concept & Philosophy:

Customer & Customer Strategy, 3 Value Disciplines, CRM Definition &
Philosophy 

Domain 2: CRM Types & Business Process:

Strategic CRM, Operational CRM and Analytical CRM 

Domain 3: CRM Framework:

Get, Keep & Grow, IDIC Methodology 

Domain 4: Customer Value Management & Measurement:

Building Customer Value, Customer Lifetime Value 

Domain 5: Managing CRM Implementation 

Domain 6: Case Study & Exercise 
Domain 7: CRM Technology & Infrastructure 
Domain 8: Social CRM & Beyond CRM