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Customer Relationship Management Grenoble Ecole de Management October 2003 Sharon Crost crost@free.fr mobile: +33.686.17.8592 Sharon Crost enthusiastically leads a role in the worlds of Enterprise and Entrepreneur. In the Enterprise world, Sharon has worked for the large companies of IBM and Hewlett-Packard in Finance, Marketing and Information Technology. Her passion for the hi-tech world and flair for working with international clients has led her to positions from managing business finances to managing business system projects, to consulting on enterprise systems, to managing international marketing programs to managing international technology and e-business teams. As an entrepreneur, Sharon has started up two diverse small businesses in the U.S. - a customized travel service and an organic vegetable farm. Sharons appreciation of the mountains has brought her to Grenoble, France where she currently works as an independent consultant. Class Schedule Instructor Sharon CROST crost@free.fr mobile: +33.686.17.8592 text: Dyché, Jill. The CRM Handbook: A Business Guide to Customer Relationship Management, Boston: Addison-Wesley,2001. Presentation of Course -Outline CRM Overview What is CRM CRM as a Business Tool Strategic CRM Technology Technology Framework Infrastructure Alternatives Managing CRM projects and Follow-up Analyzing the data Measuring Results Ongoing improvement Applying CRM to business cases and student projects Applying CRM and Review Student Projects Course Discussion/evaluation Presentation of Course (style) ACTIVE! Interactive discussion Cases to apply learning Practical vs. Theoretical Instructor – ideas, facilitation, resources Presentation of Course – evaluation Individual evaluation based on student participation and understanding of CRM concepts CRM Student Project Business Objective CRM strategy to meet the business objective Infrastructure and Process supporting the CRM strategy Ongoing Management of the