Postgraduate Diploma: CRM Platform Expert

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

Postgraduate Diploma: CRM Platform Expert (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