I am excited to share with you this course, customer relationship management from a retail perspective. The focus would be to cover so many important topics starting from the definition of CRM to covering the CRM process model. Each topic is designed to enhance not only your academic understanding of the topic but also your practical knowledge.

The following topics will be covered in this course:

1. Introduction to CRM

2. Definition of CRM

3. Critical factors that influence CRM

4. Customer Retention and Customer Loyalty

5. Understanding the influence of price reduction on customer loyalty

6. An overview of the CRM process model

7. A detailed explanation of the CRM Process model with all of the four (4) stages

8. Collecting data on customers

9. Analyzing important information

10. Keeping in mind the privacy issues

11. Protecting customer privacy when collecting data on them

12. What are the guidelines provided by FTC when collecting data

13. How can you collect more data and useful data

14. Analyzing customer data

15. Identifying your best customers

16. Analyzing customer data using Market Basket Analysis

17. Understanding RFM

18. The use of frequency programs in CRM

19. Developing effective CRM programs

20. Implementation of the CRM programs, covering important topics like customer pyramid and customer alchemy

21. How to deal with unprofitable customers

As you can see that this course will cover so many interesting topics. I am confident that after attending this course you will be able to improve your retail/ business performance.

See you inside.

Dr. Jan