2003年国外CRM管理培训教材Customer Relationship Management-某高级讲师

《2003年国外CRM管理培训教材Customer Relationship Management-某高级讲师》由会员上传分享，免费在线阅读，更多相关内容在教育资源-天天文库。

1、CustomerRelationshipManagementOctober2003SharonCrostSharonCrostenthusiasticallyleadsaroleintheworldsofEnterpriseandEntrepreneur.IntheEnterpriseworld,SharonhasworkedforthelargecompaniesofIBMandHewlett-PackardinFinance,MarketingandInformationTechnology.Herpas

2、sionforthehi-techworldandflairforworkingwithinternationalclientshasledhertopositionsfrommanagingbusinessfinancestomanagingbusinesssystemprojects,toconsultingonenterprisesystems,tomanaginginternationalmarketingprogramstomanaginginternationaltechnologyande-bu

3、sinessteams.Asanentrepreneur,SharonhasstarteduptwodiversesmallbusinessesintheU.S.-acustomizedtravelserviceandanorganicvegetablefarm.Sharon'sappreciationofthemountainshasbroughthertoGrenoble,Francewhereshecurrentlyworksasanindependentconsultant.SharonCrost6/

4、18/2021Slide:2ClassScheduleToBeFinalizedSharonCrost6/18/2021Slide:3InstructorSharonCROSTtext:Dyché,Jill.TheCRMHandbook:ABusinessGuidetoCustomerRelationshipManagement,Boston:Addison-Wesley,2001.SharonCrost6/18/2021Slide:4PresentationofCourse-OutlineCRMOvervi

5、ewWhatisCRMCRMasaBusinessToolStrategicCRMTechnologyTechnologyFrameworkInfrastructureAlternativesManagingCRMprojectsandFollow-upAnalyzingthedataMeasuringResultsOngoingimprovementApplyingCRMtobusinesscasesandstudentprojectsApplyingCRMandReviewStudentProjectsC

6、ourseDiscussion/evaluationSharonCrost6/18/2021Slide:5PresentationofCourse(style)ACTIVE!InteractivediscussionCasestoapplylearningPracticalvs.TheoreticalInstructor–ideas,facilitation,resourcesSharonCrost6/18/2021Slide:6PresentationofCourse–evaluationIndividua

7、levaluationbasedonstudentparticipationandunderstandingofCRMconceptsSharonCrost6/18/2021Slide:7CRMStudentProjectBusinessObjectiveCRMstrategytomeetthebusinessobjectiveInfrastructureandProcesssupportingtheCRMstrategyOngoingManagementoftheprogramBusinessResults

8、andFollow-upSharonCrost6/18/2021Slide:8IntroductionsUsing« post-it »paperlistthreeofeach:WhatIknowaboutCRM(3thoughtson3separatepiecesofpaper)WhatIwanttoknowaboutCRM(3thoughtson3separatepiecesofpaper)Sh