Professional Diploma in CRM Platforms Management

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

4.19 (640 reviews)
Udemy
platform
English
language
Sales
category
48,241
students
2 hours
content
Sep 2023
last update
$44.99
regular price

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

Professional Diploma in CRM Platforms Management (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

• 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

CRM Software Overview

Overview of different CRM software and use cases

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

Screenshots

Professional Diploma in CRM Platforms Management - Screenshot_01Professional Diploma in CRM Platforms Management - Screenshot_02Professional Diploma in CRM Platforms Management - Screenshot_03Professional Diploma in CRM Platforms Management - Screenshot_04

Reviews

Richard
October 21, 2023
The accent was very heavy I had to rely on the resources attached to the course outline it get it well. It'd have been better if you had attached a subtitle or a transcript for easy comprehension. That being said, this is a great introductory course for beginners who are willing to go into Customer Relationship Management.
Rodrigo
September 11, 2023
Me pareció muy irregular y con lo que cuesta, esperaba más, no se si es la falta de subtitulos o que el tema no me atraae tanto, pues en otros cursos el instructor me ha dado un mejor conocimiento
Unity
July 26, 2023
The accent is too heavy,It would be helpful if there were subtitles plus some further examples but otherwise it's a nice add on Since I've already touched on Marketing before
Gbenga
July 11, 2023
It was really interesting taking this course. I enjoyed every bit of it and I’m taking more courses.
Devyani
July 7, 2023
its is very helpful for my carrier or for new growth in job or business. feedback : it will very helpful if Croce will be available in Hindi also. thank you
Ivon
June 5, 2023
I can not download the resources, appear error, i have done other courses i did not have issue, please solve this issue because for the accent of the teacher very difficult to understand.
Vincent
February 22, 2023
Honestly, some of the lecture's was really hard for me to understand since I don't have background in marketing but it is very useful for me.
Leah
December 14, 2022
I needed this course to polish up my CRM knowledge for a new project and its very useful ,informative and well detailed. Thank you for this wonderful well explained course.
Ghassen
December 13, 2022
je suis un peu decu honnétement la facon ou vous avez traité l'information est plus ou moins basic l'information a ete tres bonne et interessante par contre la facon de narrateur et les diaporamas ne sont pas pu etre a la hauteur en tout cas merci beaucoup pour ce cours
Abdul
November 4, 2022
This could be more practical knowledge's rather than PowerPoint. I think the procedure of the presentation could be better & friendly.
Rajavel
November 3, 2022
Course Content is good, structured in a nice way to bring up knowledge from amateur status. But the accent is hard to follow. Subtitle would have helped a lot. Some hands on MS Dynamics/Salesforce or some tips and tricks on the CRM platform would be better, even if it is a add-on extra course.
Pritam
October 7, 2022
Sir pronunciation is not understandable and please add subtitle also. overall content is more effective.
Ayush
October 7, 2022
Thank you for this amazing course, I work in the Salesforce Platform and was too eager to know what is CRM. Looked on youtube and google for the knowledge but wasn't satisfied so took this course n now I pretty much know what is CRM n all other Information Related to this... Thank you once again @The Retail Banking School :)
Saad
September 17, 2022
First of all I would like to thanks to the lecturer. I've gained and learned many important points of CRM
Sumit
July 6, 2022
Nice overview of CRM from Sales, Marketing, Service and Analytical Point of View .Its also useful for Agile Product Owner .

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4508686
udemy ID
1/22/2022
course created date
2/24/2022
course indexed date
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