Customer Relationship Management A Retail Perspective
What you’ll learn
Customer Relationship Management (CRM)
Importance of CRM
Customer Retention & Loyalty
The CRM process
Requirements
You are ready!
Description
I am excited to share with you this course, customer relationship management from a retail perspective. The focus would be to cover so many important topics starting from the definition of CRM to covering the CRM process model. Each topic is designed to enhance not only your academic understanding of the topic but also your practical knowledge. The following topics will be covered in this course:Introduction to CRMDefinition of CRMCritical factors that influence CRMCustomer Retention and Customer LoyaltyUnderstanding the influence of price reduction on customer loyaltyAn overview of the CRM process modelA detailed explanation of the CRM Process model with all of the four (4) stagesCollecting data on customersAnalyzing important informationKeeping in mind the privacy issuesProtecting customer privacy when collecting data on themWhat are the guidelines provided by FTC when collecting dataHow can you collect more data and useful dataAnalyzing customer dataIdentifying your best customersAnalyzing customer data using Market Basket AnalysisUnderstanding RFMThe use of frequency programs in CRMDeveloping effective CRM programsImplementation of the CRM programs, covering important topics like customer pyramid and customer alchemyHow to deal with unprofitable customersAs you can see that this course will cover so many interesting topics. I am confident that after attending this course you will be able to improve your retail/ business performance. See you inside.Dr. Jan
Overview
Section 1: Introduction
Lecture 1 Welcome & Introduction
Section 2: CRM & Retailing
Lecture 2 Introduction to CRM
Lecture 3 Definition of CRM
Lecture 4 Important Factors for CRM
Lecture 5 Customer Loyalty in Retail Context
Lecture 6 Customer Loyalty & Price
Section 3: The CRM Process
Lecture 7 The CRM Process | A 4-Step Model
Lecture 8 STAGE 1 | Collecting Customer Data
Lecture 9 Identifying Information
Lecture 10 Privacy Concerns
Lecture 11 Protecting Customer Privacy
Lecture 12 Collecting More Information from Customers
Lecture 13 FTC Guidelines
Lecture 14 STAGE 2 | Analyzing Customer Data
Lecture 15 Identifying Best Customers
Lecture 16 Market Basket Analysis
Lecture 17 RFM | Recency, Frequency, Monatory Value
Lecture 18 Frequent Shopper Program
Lecture 19 STAGE 3 | Developing CRM Programs
Lecture 20 STAGE 4 | Customer Pyramid | Implementation of CRM
Lecture 21 Customer Alchemy
Lecture 22 Dealing with Unprofitable Customers
Business Administration,Small and Medium Business Owners,Marketing Executives,Entrepreneurs,Startups,Retailers
Course Information:
Udemy | English | 0h 42m | 231.78 MB
Created by: Dr. Muhammad Tahir Jan
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