Course programme
- The evolution of the socio-economic context and the need for a new approach to the market
- Crm, Customer Relationship Management
- The main mistakes regarding Crm
- Crm, strategy, organization, processes and technology
- Crm components: operative and analytical Crm
- How Crm can support the strategic development of Companies
- Companies’ development between sales and retention
- Mathematical and statistical models for sales and retention effects
- Crm for customers knowledge
- state of relationship
- profitability
- relationship and profitability matrix
- Customers segmentation and specific strategies to be adopted
- Analytical Crm and Business intelligence
- How far to go when investing in Crm
- Crm: in-house or outsourcing?
- Crm: present situation
- People and organizations’ imprinting
- Future prospects