Customer Relationship Management - Carmine D'Arconte

Course programme

  1. The evolution of the socio-economic context and the need for a new approach to the market
  2. Crm, Customer Relationship Management
  3. The main mistakes regarding Crm
  4. Crm, strategy, organization, processes and technology
  5. Crm components: operative and analytical Crm
  6. How Crm can support the strategic development of Companies
  7. Companies’ development between sales and retention
  8. Mathematical and statistical models for sales and retention effects
  9. Crm for customers knowledge

- state of relationship

- profitability

- relationship and profitability matrix

  1. Customers segmentation and specific strategies to be adopted
  2. Analytical Crm and Business intelligence
  3. How far to go when investing in Crm
  4. Crm: in-house or outsourcing?
  5. Crm: present situation
  6. People and organizations’ imprinting
  7. Future prospects