Customer Relationship Management - CRM
A fundamental cornerstone of customer-centric enterprises is the effective interface with their clients, the identifications of their needs, the development of products that would satisfy those need, and the global service of the most profitable and/or loyal ones. The notion of Customer Relationship Management (CRM) has emerged as the integrated approach of an enterprise towards its customers. CRM embraces strategies, tactics, operations and information systems in a holistic manner to achieve the best response to customer requirements for better bottom-line performance. Within this seminar participants will learn:

  • CRM as a strategic weapon: elements and requirements
  • Links between CRM and information systems
  • Classification of CRM: Front-office and Back-office
  • Applications of CRM in consumer-oriented business
  • Technologies enabling CRM deployment (call centers, web-based systems)
  • CRM tools - demonstrations
  • Success stories of CRM implementations in Greece and abroad

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