CRM Platforms at Sales, Service, Marketing and Business Management (Siebel, Dynamics CRM/365, Salesforce, SAP CRM)
What you will learn
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Business Principles of Customer Relationship Management
Multichannel Sales, Service, Marketing and Business Management
Business principles of implementation of oCRM tools (Microsoft Dynamics 365 (CRM), Oracle Siebel CRM, Salesforce)
Business principles of implementation of aCRM tools (SAS MA, Microsoft Azure, AWS)
Sales Management
Service and claims Management
Cross-sale and up-sale
Digital Channels building
Examples from Consumer Lending, Mortgage and other produc-lines of Retail Business
Add-On Information:
- Master the Strategic Nexus of CRM: Go beyond transactional understanding to grasp how robust Customer Relationship Management platforms act as the central nervous system for modern businesses, aligning sales, service, and marketing efforts for synergistic growth.
- Architect Customer-Centric Operations: Learn to design and optimize workflows that place the customer at the heart of every interaction, fostering loyalty and driving lifetime value across diverse retail banking product lines.
- Leverage Platform Diversity for Competitive Advantage: Understand the distinct strengths and architectural considerations of leading CRM giants like Salesforce, Microsoft Dynamics 365, and SAP CRM, enabling you to select and implement the optimal solution for your organizational needs.
- Drive Revenue Through Integrated Sales Strategies: Develop sophisticated approaches to sales management, including effective pipeline nurturing, opportunity identification, and the strategic application of cross-selling and up-selling techniques.
- Elevate Customer Service Excellence: Acquire the skills to manage service operations efficiently, from proactive issue resolution to the streamlined handling of complex claims, ensuring customer satisfaction and retention.
- Build Powerful Digital Engagement Ecosystems: Master the principles of constructing and managing integrated digital channels that deliver seamless and personalized customer experiences across all touchpoints.
- Understand the Foundation of Analytical CRM: Explore the business logic behind leveraging advanced analytics tools (e.g., SAS MA, cloud platforms like Azure and AWS) to extract actionable insights from customer data.
- Implement CRM with a Business-First Mindset: Gain a practical understanding of the key business considerations and best practices for successful CRM implementation, minimizing risk and maximizing ROI.
- Apply CRM Principles to Real-World Scenarios: Benefit from case studies and examples drawn directly from the consumer lending and mortgage sectors, providing tangible context for learned concepts.
- Cultivate a Data-Driven Decision-Making Culture: Learn to harness CRM data not just for operational efficiency but as a strategic asset to inform business decisions and predict future customer behavior.
- Navigate Multichannel Customer Journeys: Develop expertise in orchestrating consistent and personalized customer interactions across an array of online and offline channels.
- Understand the Role of CRM in Business Process Re-engineering: Explore how CRM platforms can be catalysts for transforming and optimizing core business processes.
- PROS:
- Versatile Skillset: Equips you with proficiency across multiple leading CRM platforms, enhancing marketability.
- Industry Relevance: Focuses on practical application and real-world scenarios in high-demand sectors.
- Strategic Business Acumen: Develops a holistic understanding of CRM’s impact on business strategy and operations.
- CONS:
- Platform Specificity (potential): While covering multiple platforms, deep-dive technical expertise in any single platform might require further specialized training.
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