Customer Relationship Management
Managing relationships with customers has become a critical organizational competency. Get winning strategies for acquiring and retaining customers by leveraging the latest advanced technologies. This course will teach you how to select the right tools for your business-- so it can grow today--and on into the future. Lagging means lost customers, which means damage to the bottom line. But how do you not lag when customers are moving lightning fast to demand constant changes in the speed to complete their transactions? CRM is the answer. Customer Relationship Management, a strategy that leverages very advanced technologies.
- Identify how an organization must change to adopt a Customer Relationship Management (CRM) strategy and the impact it will have on the organization’s people, processes, and supporting technologies.
- Identify and describe current CRM-related business practices: industry standards, leaders in CRM adoption, current process and technology options.
- Identify and interpret metrics to describe, analyze, and predict the behavior of customers and to address their needs more effectively through the use of integrated information and supporting technology.
- Use CRM software for typical CRM processes: contact and opportunity management, sales process management, service delivery, campaign management, centralized knowledge management repository, and reporting Define and categorize the business needs that are best met by the creation of a data warehouse.
- Determine the data mining techniques most relevant to an organization’s business need and operational feasibility. Use analytical techniques for reporting, structured analysis, and ad-hoc query.
Primavera is a project management software package that is used for managing and control project related activities. Resources representing labor, materials and equipment are used to track time and costs for the project. Slippages of projects’ activities are updated resulting in the adjustment of time related Gant bars. Primavera Project Planner is specialized in managing all types of projects, small, medium and large; throughout the world.
This course will give project management training, recommends steps to get started in the planning process, and suggests how and when to update your project to show progress after it starts.
- Understanding Project Management
- Defining Administrative Preferences and Categories
- Setting User Preferences
- Setting Up the Enterprise Project Structure
- Setting Up the Organizational Breakdown Structure
- Defining Resources and Roles
- Reviewing Work Breakdown Structures
- Defining Budgets
- Establishing Project Codes
- Working With User-Defined Fields
- Establishing Activity Codes