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Overview
While promising extraordinary benefits, the growth of Customer Relationship Management (CRM) systems has actually highlighted many serious issues. According to several studies, CRM implementations fail at a rate of about 50 to 60%. The good news is that with careful planning and appropriate strategies, CRM initiatives can realize returns of 100% to 500% on investment and payback periods of a year. FIU's CRM program gives you with the knowledge and tools to ensure that CRM is implemented successfully in your organization.
Highlights
FIU's three-day workshop is designed to help you create, plan, and implement a CRM strategy. The program will introduce you to CRM best practices, on-the-job tools, templates, techniques, step-by-step guides, practical examples, case studies, and resources. You will learn how to use CRM:
- to create positive interaction between company strategy, supply chain, customers and employees
- in B2B and B2C enterprises to engender more attention to customer needs and wants
- to measure and manage customer satisfaction, build customer loyalty, and increase profitability, and
- to identify and differentiate customers based on their needs and their value to your business and identify appropriate CRM solutions for each customer group.
Unique Features
Few CRM programs offer the breadth of ours at FIU. Our program is based on an integrated view of CRM from four perspectives: strategic, marketing, operational, and technological.
We teach our students how to "fail-safe" their company's CRM initiatives by anticipating the problems involved in such a far-reaching organizational change with implications for every system and each employee.
This hands-on experience will have you designing a CRM strategy that includes a CRM vision, value creation objectives, customer intelligence strategies, customer experience metrics (CEM), people requirements, technology enablers, and business metrics. You will share your preliminary strategy and plan in class and gain invaluable feedback.
After completing the program, you will be able to:
- build a business case for CRM: its benefits, costs and impacts
- develop and fail-safe an implementation plan for CRM, and
- select the most appropriate products and vendors to assist in your firm's implementation.
Participants
This program is designed for any professional responsible for implementing CRM within their organization. Our small class size of ten to twenty students allow for applied learning and sharing of experiences and ideas. Participants generally come from the ranks of:
- directors, managers and CRM analysts of marketing, sales or service-related departments
- functional or IT professionals and management accountable for the implementation and ongoing maintenance of CRM initiatives, and
- IT and management consultants.
For more information about program topics, faculty, schedule, tuition, location, and registration, see the detailed program information.
