Customer Relationship Management

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Customer relationship management (CRM) is a model for managing a company’s interactions with current and future customers. It involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support

CRM systems for marketing track and measure campaigns over multiple channels, such as email, search, social media, telephone and direct mail. These systems track clicks, responses, leads and deals.

CRM systems can be used to create, assign and manage requests made by customers, such as call center software which helps direct customers to agents. CRM software can also be used to identify and reward loyal customers over a period of time.

Customer Relationship Management Course Outline

  • Web Client User Interface
  • Role Concept
  • Enhancing and Customizing the Navigation Bar
  • Enhancing and Customizing the Work Area
  • Application Integration and Authorization
  • Integrating Office Applications
  • Web Client UI Framework
  • UI Component Architecture
  • Creating Configurable Views and Pages
  • UI Component Enhancement Concept
  • Generic Interaction Layer – GenIL
  • Business Object Layer — BOL
  • Assignments / Mini Projects

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