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CRM Platforms at Sales, Service, Marketing and Business Management (Siebel, Dynamics CRM/365, Salesforce, SAP CRM)

What you will learn

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

Description

Postgraduate Diploma:  CRM Platform Expert (Sales, Service, Marketing and Business Management with CRM Platforms)

Welcome to course: Business Principles of Customer Relationship Management, Multichannel Sales, Service, Marketing and Business Management with oCRM (Microsoft Dynamics 365 (CRM), Oracle Siebel CRM, Salesforce) and aCRM tools (SAS MA, Microsoft Azure, AWS).

Short Description: Course will be interesting to anybody who want to know business cases and business environment of usage of a+о CRM systems. We will consider different business topics, practical examples and cases and also will talk about business related questions of implementation.

Considered Business Areas:

  • 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

Considered types of systems:

  • Operational CRM
  • Analytical CRM
  • Partners CRM

Course Content:

  • Introduction to CRM methodology and software area
  • CRM usage at sales channels management (branchs network, contact center, POS)
  • CRM at building of partners and agent channels
  • CRM as a fondation for building of remote and digital channels
  • Sales and service management methodology
  • Introduction to Analytical CRM (aCRM)
  • Business Cases of ACRM usage
  • aCRM Implementation
  • CRM at Marketing and digital acquisition
  • Implementation strategy

Course Full Description:

Introduction to the world of 360 degree overview of a business:

• Overall information about CRM and oCRM systems usage cases and implementation

• Practical cases at sales, service, marketing and business management

• Usage of CRM as a platform for digital channels building

• Examples from leading worldwide banks

• Course for business experts and tech experts, who want to understand business environment.

Introduction to CRM implementation:

• Key focuses of CRM launching

• Key areas of usage

• Business principles and details

• Examples from retail banking, consumer lending and mortgage business

Course Author:

IGOR DMITRIEV

Professor of The Retail Banking School
Digital Business and Retail Banking Expert

Education:

• MBA, The Boston University, USA


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• Master of Science at Engineering (Technical) Management, The State University of New York at Buffalo, USA

• Master of Science at Informatics and Economics, The Saint- Petersburg State University of Finance and Economics, Russia

• Six Sigma Black Belt

Experience:

• Expert at Banking (>15 years), FinTech & Digital (>12 years). Experienced Manager (>10 years) with successful track of records at personal and corporate entrepreneurship.

• More than 10 years at worldwide banking groups such us Societe Generale, Raiffeisenbank.

• Experience at roles: CEO, Head of Business, Chief Digital & Marketing Officer, Head of Digital Transformation and Channels, Head of Products and Marketing.

Linked topics:

Business and Entrepreneurship Fundamentals

Digital Marketing

Project Management

Finance Fundamentals

Marketing Strategy

Online and Digital Business

Leadership

Sales Skills

Microsoft Dynamics 365

B2B Sales

CRM

Customer Relationship Management

Oracle Siebel CRM

Salesforce

English
language

Content

Welcome message

Course Introduction

Introduction to CRM

Introduction to CRM

CRM at sales and service management

CRM at managing of work of branches network and contact center
Partners, remote and digital channels
Sales methodology

Analytical CRM (aCRM)

Introduction to Analytical CRM (aCRM)
aCRM business cases
aCRM implementation

CRM at Marketing

CRM at marketing
CRM at marketing: business cases

Implementation of CRM

Implementation of CRM

Interactive part

Welcome to interactive part