CRM Course Outline are followings :

Module 01: Introduction to CRM
• Customer Relationship Management
• Evolution of CRM
• Goals of a CRM Strategy
• Three Aspects of CRM
• CRM Value Pyramid
• CRM Components
• CRM Drivers
• CRM Solutions Map
• CRM Solutions Map: Marketing Solutions
• CRM Solutions Map: Sales Solutions
• CRM Solutions Map: Services
• CRM Solutions Map: Analytics
• Changing Role of CRM
• Obstacles in CRM Success
• Internet’s Influence on CRM
• CRM and Globalization
• Major CRM Packages

Module 02: Customer and Customer Strategy
• Customer
• Customer is King (Customer As An Asset)
• Know Your Customer
• Customer Interaction Cycle
• Customer Interaction and CRM
• Customer Relationship Dimensions
• Customer Touch Points
• Business Objective for Acquiring and Retaining Customer
• Customer Regaining Strategies
• Total Customer Experience
• Customer Strategy Basics
• Customer Loyalty
• Customer Satisfaction
• Importance of Customer Satisfaction
• Customer Profiling and Modeling
• Key Account Management Strategy
• Customer Care
• Customer Contact Technology Strategy (Call Center)
• Customer Strategy Levers
• Achieving Value Through Customer Strategy

Module 03: Customer Centric Enterprise (CCE)
• Customer Centricity: Concept
• Characteristics of Customer Centric Organization
• Evolution of Customer Centric Enterprise
• Customer Centric Enterprise: Background
• Need for Customer Centricity
• Functions of Customer Centricity
• Customer Centricity: A Systematic Solution
• Product Centricity v/s Customer Centricity
• Customer Centric Strategy
• Critical Components of Customer Centric Strategies
• Specific Adaptations of CCE
• Creating a Consistent Customer Experience
• Characteristics of a Successful CCE
• Discussing People, Processes and Technology
• Transition from Product Centricity: Processes
• Transition From Product Centricity: People
• Transition From Product Centricity: Technology

Module 04: Customer Lifecycle Management
• Concept of Customer Lifecycle
• Customer Lifecycle
• Customer Lifecycle Management (CLM)
• Customer Life Cycle Stages: Illustrated
• Managing Customer Lifecycle in Customer Centric Enterprise (CCE)
• Customer Lifetime Value (CLV)
• Lifetime Value of a Customer
• Importance of CLV
• Maximizing Life Time Value of a Customer
• Customer Value Management

Module 05: Operational CRM
• Sales Force Automation (SFA)
• Activity Management
• Account Management-SalesLogix SFA
• Opportunity Management- SalesLogix SFA
• Sales Forecasting – SalesLogix SFA
• Sales Funnel Management-SalesLogix SFA
• Sales Pipeline Management-ACT!
• Marketing Automation
• Campaign Management
• Campaign Management-SalesLogix MA
• Analyzing, Learning, Listening & Responding Management
• Workflow Management-SalesLogix MA
• Marketing Communications-SalesLogix CM
• Marketing Communications-SalesLogix CM
• Contact Management-SalesLogix CM
• Ticket Management-SalesLogix CM
• Mobile Sales Force Automation

Module 06: Analytical CRM
• Analytical CRM
• Analytical CRM Defined
• CRM Intelligence Management Cycle
• Analytics & Customer Life Cycle Management
• CRM Data Warehouse
• CRM Data Warehouse – Architecture
• Business Architecture of Analytical CRM
• Analytical CRM Components
• SAS Analytics – Exhibit
• Benefits from CRM Analytics
• Customer Centric Data Mining
• Analytical CRM Application Areas
• Teradata Industry CRM – Exhibit
• Requirements from an Analytical CRM Application
• Clustering and Profiling
• Model Building and Analysis
• Scoring
• CRM Analytics- Sample Vendor Options
• Common Implementation Problems
• Impact of Technology on Analytical CRM
• Challenges for Business Models in the Twenty-First Century
• Business Design: Analytical CRM
• Scope of Analytical CRM
• Key Market Trends of Analytical CRM
• Analytical Strategic Frame Work
• Operational v/s Analytical CRM
• Data Enhancement-Illustrated

Module 07: Collaborative CRM
• Collaborative CRM
• Customer Centricity
• Customer Contact Channel Evolution
• Multi-Channel Strategy
• Multi-Enterprise Value Networks
• Evolution of Contact Centers
• Four Phases of Contact Center Evolution
• Avaya Communication Architecture -Illustrated
• Enterprise Portals
• Integrating Customer Information through Portal Infrastructure
• Employee Portal
• Customer Portal
• Partner Portal

Module 08: CRM Project Management
• What is a Project?
• Characteristics of a Project
• Factors Influencing a Project
• What is Project Management?
• Need for Project Management
• Project Life Cycle
• Role of Project Manager
• Elements of Project Management
• Behavioral Aspects of Project Management
• Project Management Liaison with Other Management Disciplines
• Project Cost Management
• Project Cost Management: Managerial Perspective
• Project Risk Management
• Preparatory Phase Activities
• Defining the CRM Vision
• Assessing CRM Readiness (Organizational Perspective)
• Analyzing Business Processes
• Auditing the IS/IT Infrastructure
• Establishing CRM Project Objectives
• Building the Team and Prioritizing the Requirements
• Establishing the Budget and Tentative Timelines
• Short Listing Prospective CRM Solution Vendors
• Selecting the CRM Solution
• Selecting the CRM Solution Partner
• Controlling the Project
• Achieving CRM Project Success

Module 09: Building a Business Case for CRM
• Business Case
• Developing a Business Case
• Creating a Business Case for CRM
• Building a Business Case
• Business Case for Mobile CRM
• Elements of a Good Business Case
• Challenges in Quantifying CRM Benefits
• Categorization of CRM Benefits
• CRM Benefits: Customer’s Perspective
• CRM Metrics Framework
• Methodology for ROI Estimation
• Measuring ROI of CRM Systems
• Microsoft CRM Making Compelling Business Case for CRM
• Oracle Business Case for CRM
• HP and Deloitte CRM

Module 10: e-CRM
• e-CRM
• Benefits of e-CRM
• e-CRM and CRM
• Achieving CRM Goals through e-CRM
• Trends in e-CRM
• Cross-Divisional e-CRM Functions
• Information Flow in an e-CRM System
• e-CRM and Automation
• Disadvantages of e-CRM

Module 11: CRM in Various Industries
• CRM in Hospital Services
• CRM in Telecom Services
• Challenges for Banking Industry
• CRM in Banking Sector
• Role of CRM in Banking
• Building Customer Relationship through Call Center in Banking
• CRM in Finance Industries
• CRM Macro-Processes in Finance Industries
• Analysis and Discussion of CRM in Financial Services Alliances
• e-CRM in Insurance Industry
• Benefits of e-CRM in Insurance Industry
• CRM in Airline Industry
• CRM in Automotive Industries

Module 12: Data Mining and CRM
• Data Mining
• Data Mining Background
• Evolution of Data Mining
• Data Mining Architecture
• How does Data Mining Work?
• Data Mining Lifecycle
• Data Mining Tasks
• Techniques Used for Data Mining
• Data Mining Techniques: Statistics
• Data Mining Techniques: Clustering
• Clustering
• Data Mining Techniques: Neural Networks
• Data Mining Techniques: Neural Networks
• Data Mining Techniques: Decision Trees
• Data Mining Techniques: Market Basket Analysis
• Data Mining Techniques: Decision Trees
• Potential Applications of Data Mining
• Uses of Data Mining
• Data Warehouse
• Types of Data Warehouses
• Business-to-Consumer Data Warehousing
• B2C Data Warehousing Needs
• Consumer-to-Consumer Data Warehousing
• Comparing B2C and C2C Models
• Consumer-to-Business Data Warehousing
• Business-to-Business Data Warehousing
• Business-to-Employee Data Warehousing
• Data Mining v/s Data Warehousing
• Applying Data Mining to CRM
• Data Mining for CRM
• Key Factors for Successful Data Mining
• Data Mining in Business
• Principles of Data Mining
• Data Mining in Financial Services Industry
• Cost Sensitive Data Pre-Processing for CRM Databases Mining
• Data Mining and e-Business
• Data Mining in Manufacturing
• Data Mining in Retailing
• Data Mining Applications in Marketing
• Data Mining for Business Applications
• Tool: JMP
• JMP Interface
• Features of JMP
• JMP Interface Categories
• Menu Bar
• Techniques: Clustering
• Techniques: Factor Analysis
• Techniques: Discriminant Analysis
• Reporting Tool: Crystal Report XI
• Crystal Report: Features

Module 13: Customer Profitability Analysis
• Customer Profitability
• Customer Profitability Analysis
• Uses of Customer Profitability Analysis
• Steps of Customer Profitability Analysis
• Measuring Individual Customer Profitability
• Analyzing Business’s SWOT
• Steps in Conducting SWOT Analysis
• Limitations of Customer Profitability Analysis
• Exploring Different Approaches to Profitability Measurement
• Customer Satisfaction and Customer Profitability
• Improving Sales Profitability

Module 14: Implementing CRM
• Points to Consider before CRM Implementation
• Characteristics of a Good CRM Implementation
• Factors Affecting CRM Implementation
• CRM Implementation Challenges
• CRM Initiative Phases
• Planning the CRM Initiative
• Implementation Phase
• Definition Stage
• Analysis Stage
• Design and Prototyping Stage
• Configuration and Testing Stage
• Deployment Stage
• Managing Changes
• Training and Documentation
• Post Implementation Phase
• Post Implementation Support
• e-CRM Implementation Considerations
• e-CRM Implementation Pitfalls

Module 15: CRM Tools
• Salesforce CRM
• Microsoft Dynamics CRM 3.0
• Siebel CRM 8.0
• Sugar CRM
• Sugar CRM Features
• Sugar CRM Technical Prerequisites
• Installing Sugar Suite
• Sugar CRM Admin Panel
• Daffodil CRM V1.5
• Daffodil CRM: Admin Page
• VtigerCRM 5
• Vtiger Installation: Prerequisites
• Installing Vtiger CRM
• Install Without Apache and MySQL
• Configuring Vtiger CRM Server
• Open CRX V1.1o
• OpenCRXv1.10 Installation Instructions
• OpenCRXv1.10 Configuration
• Compiere ERP and CRM
• Installing the Compiere 2.6.1 server
• Installing Compiere Application Client and HTML Client
• absoluteBUSY – Online CRM Software
• Zoho CRM
• Numara TM Footprint7.5
• Polar Help Desk 4.1
• Net suite-Online Business Application
• Alive chat
• Alive chat: Operator console
• Sight Max
• Sight Max: Real Time Live Chatting
• Soffront CRM 8.6
• Contact Tracker Version 2.70
• CRM TRAK
• Salespro CRM
• Maximizer Enterprise CRM
• CRM desk 2.37
• Magna CRM
• Sage CRM V6

Module 16: CRM Case Studies
• Stockholm gets moving with a Selected Business Solution from IBM and SAP
• Genesys and IBM Join Forces to help Vodafone Egypt Increase Call Center Efficiency
• St. Jude Medical: Automating the Sales Force to Gain a Competitive Edge
• Unilever Europe Improves Retail Execution and Trade Promotions Efficiency with IBM
• Versatel: Customer base at German Services Provider Expands with Finance Solution
• H-E-B Grocery Company: Grocery Chain Gains Productivity, Information Visibility for Better Inventory Control
• Maptek: Mining for Customers
• Seminole Funding: Customers for Life
• 3Dfacto Deploys Siebel CRM Professional Edition in 36 Hours
• OutClick Media: Good Medicine for OutClick Media
• Tigerpaw CRM: Invents a New Playbook for Game Plan
• athenahealth: SugarCRM Delivers Platform for Vital Business Systems
• Digi-Data: Increasing Efficiency and Fueling Innovation
• CBI Group: Placing People at the Center of CRM
• Telekomunikacja Polska Dramatically Improves Responsiveness through a Customer-Centric Business Transformation
• Servicio Extremeño De Salud Cares for More Citizens with SAP Software and IBM
• Pep Boys Revs Up Customer Service with an IBM and Oracle Retail Solution
• Siebel, IBM and Ordina Enhance and Streamline Employment Services
• Environment Agency Gives Green Light to IBM Customer Service Delivery Strategy
• The Salvation Army Improves Productivity and Expands Reporting Capabilities
• Stand to Reason Improves Speaker’s Bureau Management with Entellium eSalesForce
• Wireless Retailer Flexicom Achieves a Close Rate that is Double the Industry Standard using Entellium eSalesForce
• BBVA Improves Flexibility and Cuts Paperwork With SAP CRM
• IBM Case Study
• iGATE Global helps Fortune 100 Consumer Goods Major Deploy SAP CRM and Remote Manage their Entire Application Suite
• Aconex: Flexible CRM for massive Projects
• Daxten: Going Global with SugarCRM
• Case Study – Customer Relationship Management: MiroMetrica