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International Endorsement & Education Partners

  Certified CRM Director (CRMD)

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For schedule & registration, please click here


Overview & Objective
Establishing and sustaining life-long customer relationship is the key to success in the new interactive economy. Differentiating customer treatment based on customers needs and values hold the key to increasing customer loyalty, satisfaction and profitability. The course incorporates group interaction, real life case study scenarios and dynamic facilitation of course materials to create a positive and exciting experience.

Successful Customer Relationship Management Director will learn how to strategically align their organizations to build profitable customer relationship. This course provides you with the knowledge and tools you need to create long-term strategies that meet business growth and customer lifetime value and CRM implementation objectives.

Course Discussions and Exercise
Lots of Peer-to-Peer consulting opportunities and exercises allowing participants immediately apply the contents that they have learnt in class. In-class activities are designed to accommodate a broad range of CRM environments.

Certification Procedures
To achieve the CRM Director Certification, participants should attend the two-day course, complete an online written exam and submit a project paper. Each participant has 1 month from the course date to complete the online written certification exam.

The exam scope covers the CRM strategy, practices and processes presented in the course. The written exam takes approximately 1 hour. All exams are on pass / fail basis. If necessary, a CRM Certified Instructor will review your exam and project with you and help you plan for success.

Who Should Attend
Suitable for all levels of staff involved with CRM. Prior knowledge of CRM techniques is an advantage but not essential.


Course Outline

Successful CRM Strategy

• CRM and Business Impact

• Importance of CRM within the Enterprise

• CRM - Major Areas

• Aligning your Corporate Strategy

• 3 phases of CRM


CRM Proposition & Benefits

• Driving force and objectives of CRM

• 3 Stages of Customer Loyalty Management

• Aligning for CRM Success: Corporate Vision & Mission

• Loyalty Marketing

• Calculate your Net Present Value (NPV)


CRM Project Management

• Formulating a solid CRM vision

• Best Practices for management buy-in

• Relationship between business processes and CRM implementation

• Effectively select a CRM vendor

• CRM projects & Change Management

• 7 critical steps for a successful CRM implementation

• Top 10 reasons why CRM projects fail


CRM's Return on Investment

• Justifying Investments

• Working with decision makers

• The 6-Step ROI Process

• Quantifying the benefits and costs of a solution

• Best Practices on how to present your ROI case

• Case Study: Calculating your ROI


CRM Systems

• Building a 360 degree view of the Customer

• Differentiating between various information types

• Know who are the key providers of CRM information systems

• Selecting and Managing CRM Vendors

• Understand more about calculating the Total Cost of Ownership of IT equipment


Knowledge Discovery & Knowledge Management

• The Evolution of Knowledge Management

• Understanding Knowledge Value

• Relationship between information and knowledge

• Best Practices for Knowledge Measurement

• The Knowledge Management framework
• Knowledge Types

• Calculating your Customer Lifetime Value (CLV)


Data Mining & Data Warehousing

• An Introduction to Data Mining

• Challenges of Data Mining

• Data Mining Techniques

• A Step-by-Step Process of Data Mining

• Models & Algorithms

• Building Decision Trees

• Next Generation of Data Mining


For schedule & registration, please click here