Customer Relationship Management (CRM)

Skema :

1. Introduction to Customer Relationship Management (CRM)
2. Mengapa ada CRM?
3. Konsep dan Prinsip CRM Secara Umum
4. Tujuan CRM, Model CRM
5. Konsep 4 R Dalam CRM (Relationship, Retention, Referrals, Recovery)
6. Parameter Sukses CRM, Fungsi Strategis CRM
7. CRM dan Customer Service Excellence
8. CRM dan Marketing Strategy (Strategi Pemasaran)
9. CRM dan Selling Strategy (Strategi Penjualan)
10. Designing dan Implementing CRM Strategic
11. Kendala dan Hambatan CRM
12. CRM Data Management, CRM infrastructure & Technology, CRM Project Planning, CRM Analysis
13. Implementation of CRM