Professional Diploma in CRM Platforms Management
What you'll 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
Requirements
- Course will be interesting to anybody who want to understand banking, retail, crm, fintech and digital implementation topics
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
Who this course is for:
- 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.
Instructor
- 4.4 Instructor Rating
- 8,391 Reviews
- 191,126 Students
- 81 Courses
MTF Institute of Management, Technology & Finance
MTF is the global educational and research institute with HQ at Lisbon, Portugal, focused on higher & professional hybrid (on-campus and online) education at areas: Business & Administration, Science & Technology, Banking & Finance.
MTF R&D center focused on research activities at areas: Artificial Intelligence, Machine Learning, Data Science, Big Data, WEB3, Blockchain, Cryptocurrency & Digital Assets, Metaverses, Digital Transformation, Fintech, Electronic Commerce, Internet of Things.
MTF is the official partner of: IBM, Intel, Microsoft, member of the Portuguese Chamber of Commerce and Industry, and resident of the incubator "The Fintech House of Portugal".
MTF is present in 200 countries and has been chosen by more than 160,000 students.
The Institute of Management, Technology and Finance (MTF), a leading institution dedicated to providing practical and cutting-edge education in the fields of business, technology, and finance. Our institute has a history that began in 2021 as The Retail Banking School, focused on addressing the practical and modern challenges of the retail banking industry, finance, and fintech. However, recognizing the evolving needs of the business world, we underwent a transformative redevelopment in 2023, becoming the Institute of Management, Technology and Finance. This redevelopment enabled us to expand our focus and cater to the growing demand for expertise in IT, technology areas, business, and entrepreneurship.
Our Motto: Scientia et Pratique. At MTF, we pride ourselves on our strong commitment to practical business knowledge. We understand that success in the modern professional landscape requires not only theoretical understanding but also the ability to apply that knowledge in real-world scenarios. Our curriculum is designed to empower our students with the necessary skills, tools, and mindset to excel in their chosen fields. Through hands-on projects, case studies, and experiential learning, we ensure that our students gain the practical expertise needed to thrive in today's dynamic business environment.
We believe in fostering the growth and development of our students on multiple levels. Beyond imparting technical knowledge, we place great emphasis on nurturing a growth mindset, enabling our students to embrace challenges, adapt to changes, and continuously evolve in their careers. We support the development of our students' skillset by providing access to state-of-the-art resources, cutting-edge technologies, and industry-relevant tools. By doing so, we prepare our students to become agile professionals capable of navigating the complexities of the business world.
At MTF, our mission is to provide valuable knowledge that supports the building of successful careers and businesses. We are dedicated to equipping our students with the skills, insights, and practical know-how they need to make a positive impact in their professional endeavors. We strive to foster a learning environment that promotes innovation, creativity, and ethical decision-making. Our values revolve around excellence, integrity, collaboration, and a student-centric approach. We are committed to empowering our students to become industry leaders and change-makers.
We understand that learning is a lifelong journey, and we recognize the importance of continuous professional development. The business landscape is ever-evolving, and staying ahead requires a commitment to learning and staying updated with the latest trends and advancements. As an institute, we are dedicated to being a provider of valuable knowledge and skills that can help professionals thrive in their respective industries. Through our rigorous curriculum, ongoing research, and partnerships with industry leaders, we strive to ensure that our students receive the highest quality education that prepares them for the challenges and opportunities of the future.
Join us at the Institute of Management, Technology and Finance and embark on a transformative educational journey. Discover your potential, unlock new opportunities, and become a catalyst for change in the dynamic world of business, technology, and finance.
MTF in numbers:
> 575 000 students of all programs
> 160 000 unique students
digital presence at 200 countries
our students speak at English & 67 other languages