CERTIFICATE PROGRAM:
"Customer Relationship Management: Using Today’s Tools and Techniques to Drive Customer Loyalty and Enhance Revenues"

Certificate Program:

Customer Relationship Management: Using Today’s Tools and Techniques to Drive Customer Loyalty and Enhance Revenues

• Barton Goldenberg
  President & Founder, ISM (CRM Strategic Advisors)
  Author, CRM in Real Time: Empowering Customer Relationships

Online certificate program starts on September 30, 2009. See full schedule below. Register now!

Certificate Program:
"Customer Relationship Management: Using Today’s Tools & Techniques to Drive Customer Loyalty & Enhance Revenues"  

Pre-program and/or Interim Assignments
There will be a pre-program assignment (reading from Barton Goldenberg’s latest CRM in Real Time book) as well as short interim assignments between the sessions.

Session One
  Unit 1: The CRM Success Formula

• CRM definition
• The critical people/process/technology mix
• The all-important customer profile
• CRM platforms, CRM implementation issues, and CRM vendor issues
• Mobile CRM

  Unit 2: The Digital Client

• Why the Digital Client is key to your company’s future
• The 3 Digital Client Demands
  • Always-on, always connected
  • Multi-channel requirements
  • Business in an instant
• Leveraging the power of your Digital Clients

Session Two
   Unit 3: Multi-Channel CRM

• Why is multi-channel CRM important
• How multi-channel CRM works
• How others have leveraged multi-channel to drive customer loyalty and retention
• Valuable multi-channel tools & techniques

  Unit 4: Tips for Securing High User Adoption

• Key CRM risks
• Best practices to secure high user adoption
  • Executive Leadership
  • Training
  • Change management
  • Communications
  • Champion program
  • User experience
• User adoption metrics (user activity, operational, executive)

Session Three
   Unit 5: CRM Implementation: Coming In On Time & Under Budget

• Pre-Implementation
  • Vendor: Fixed Priced Contracts
  • Solid Executive Sponsorship
  • Proper Governance
  • Implementation/Project Plan
  • Strong Project Management
  • Training/Champion Program
  • Communications/Managing Expectations
• Beginning Implementation
  • Start Small/Use Phases
  • Manage Scope
  • Utilize Subject Matter Experts (SMEs)
  • Adoption Strategy
  • Leverage Pre-Existing Work
  • Data Integrity/Quality
• During Implementation
  • Vendor Management
  • Signs You’re Off Track
  • Getting Back On Track

  Unit 6: CRM’s Future: Social Media

• Defining social media
• Social media tools (blogs, wikis videos, RSS, widgets, podcasts, social networks, other)
• Whose using social media and why
• How others are benefiting from social media tools and techniques
• The importance of Social media metrics
• Demonstrations of success social media sights
• The impact of social media on deepening your customer relationships

By the end of the program, you will be able to:

• Define what Customer Relationship Management (CRM) is and what it covers.
• Know where the industry is headed in the next five years.
• Describe the latest and greatest in CRM Tools and Techniques.
• Apply the core components of CRM (people/process/technology.)
• Create your customer profiles.
• Know when and how to apply mobile CRM.
• Identify who are your Digital Clients, their demands and why they are important to you.
• Know what multi-channel CRM is and how to apply it.
• Secure high user adoption for your CRM initiative.
• Apply best practices to secure high user adoption.
• Know how to come up with appropriate user adoption metrics.
• Come in on-time and on-budget for your CRM initiative.
• Apply social media tools to your CRM efforts.
   
  

CEO/CMO/CIO/CTO; Chief Customer Officer; VP/Director of sales, marketing customer service and call centers; VP/director of e-commerce/e-business; VP/director of IT; Director/manager of sales support; Director/manager of customer support; Director/manager of marketing support.
 

• Presentations
• Case studies
• Group discussions   

These three online sessions are interactive and require you to review the presentation materials prior to the synchronous session.
 

There are no prerequisites for this non-technical program.
 

This course is comprised of three (3) live online sessions, each lasting one hour. Below are the dates of live sessions for the next offering of this program. All sessions start at 3:00 pm Eastern Time (New York time). See below for the time of the sessions listed in various time zones.

For times in other cities, visit this link. Live sessions will be recorded for those who wish to go back and review or who must miss a live session.
 

Register for this certificate program now to reserve a virtual seat. See below.

Train as a Team and Save!
For questions on group discounts, call 888.222.9749 x81, or contact us for details.

REGISTER NOW:

REGISTER NOW: In order to receive your complimentary copy of Barton Goldenberg’s book CRM in Real Time: Empowering Customer Relationships (which is required reading) you should register by September 16. The address you provide when registering must be accurate in order to receive your book. No P.O. boxes please. You will receive a copy of your book approximately one week prior to the start of the session.