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Flevy Executive Learning
Accelerate your career growth to the C-suite

Program: The Essence of Strategic CRM (SCRM)
Our Essence of SCRM program is comprised of 3 core modules:
Module 1: A True Customer Relationship Management System
Module 2: Defining and Creating a Customer-Focused Culture
Module 3: An Innovative Approach to Cultural Change

Enrollment is currently open.
There are 9 spots left at this price:
$799   $349

Enroll Now!


About Flevy Executive Learning

Flevy Executive Learning is a series of online management education programs. We help leaders of tomorrow—i.e. those on track to the C-suite in the next 1-5 years—accelerate their career growth to become successful business executives. The focus of each program is on execution, implementation, and application—not on theory. All programs are led by former executives who have "done it" before. Each program is comprised of both Learning & Application (L&A) lectures and Q&A discussion sessions; and will draw extensively from the instructor's real-world experience as a business executive.



About Our Program: The Essence of Strategic CRM (SCRM)

Just measuring Customer Satisfaction does little to promote the cause of establishing, let alone, maintaining exceptional relationships with customers. These activities, such as handling (not "managing") complaints, measuring Customer Satisfaction (which does not go far enough nor is it done the correct way many times), just become islands of customer information—the usefulness of which is diminished by the organization's approach. Any decisions made are guaranteed to be sub-optimal from a holistic or total organizational perspective.

What is required to get it right is a "Strategic Customer Relationship Management System" with all the critical components properly integrated together—starting right at the top of the house with the culture of the organization. The culture of an organization is like the soil. We can't expect to grow a good crop of anything by planting on rocks or infertile soil. The culture also can be the greatest enabler or inhibitor of overall organizational success. A customer-focused culture is a critical success factor for long-term organizational success. This fact evolves from many interviews with CEO's of major organizations in Western Europe, such as Hewlett-Packard, Bombardier, and many more.

This program explains the essence of Strategic CRM.

Module 1: A More In-Depth View of a True Customer Relationship Management System

This first module reveals the critical components of a true CRM system. These 2 sessions will act as a diagnostic tool to check your current approach to find opportunities for improvement!

Module 2: Defining and Creating a Customer-Focused Culture

This module focuses on the topic of Leadership and the requirements Leadership must meet to achieve and maintain.

Module 3: An Introduction to a Truly Innovative Approach to Cultural Change

In this approach approach to cultural changes, we learn to through the eyes of a frontline employee.

About Our Instructor: Dr. Ted Marra

 

Dr. Ted Marra is a strategic facilitator, organizational mentor, and writer. He has consulted with over 160 organizations in 40 countries during the past 44 years and has guided transformation initiatives in some of the world's most prominent companies, such as Xerox, Shell, IBM, Royal Bank of Scotland Group, Johnson & Johnson, DuPont, Electrolux as well as government agencies, SMEs, and NGOs. He has led business turnarounds, launched new businesses, and helped SMEs double in size and move from a local to global market reach.

Ted has also lectured in MBA/EMBA programs at universities in Boston, Detroit, the UK, Switzerland, and Croatia.

Ted was also Senior Policy Advisor for President Reagan and has held management positions with such organizations as General Motors and Goodyear, as well as owning and operating two consulting companies—MQI in Boston and The Centre for Innovation Management Europe Ltd. in the U.K.

Read more about our instructor here.


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ADDITIONAL PROGRAM INFORMATION


This is a 7-week program, beginning next Wednesday, April 3. There are 7 sessions in total, as tabulated below.

Each lecture will be approximately 30 minutes and pre-recorded. These lectures and all supporting materials (e.g. presentations, templates, whitepapers) will be made available for students through their Flevy accounts on the morning of the session day. Students also have an opportunity to submit questions for the instructor to answer. The Q&A session will be 30-60 minutes (depending on the questions asked) and live. We will schedule one or more Q&A sessions to accommodate all the students in the program.

CURRICULUM & SCHEDULE

  • Module 1

    • April 3: Learning & Application (L&A) Session 1
    • April 10: L&A Session 2

  • Module 2

    • April 17: L&A Session 3
    • April 24: L&A Session 4

  • Module 3

    • May 1: L&A Session 5
    • May 8: L&A Session 6

  • All Modules

    • May 15: Q&A Session

Students can also schedule private 45-min Executive Coaching / Strategic Advisory Support session with the instructor, Dr. Ted Marra, at $149 per session.

  

INCLUDED FOR STUDENTS

  • Copies of all presentations and associated tools. All lecture presentations will be made downloadable in digital format, so you can print and save them for reference.
  • Recordings of all sessions. From your Flevy account, you can view all sessions and participate in the online Q&A.
  • Networking opportunity. You will be invited to our private LinkedIn Group for students and alumni of the Flevy Executive Learning.
  • Certificate of completion. A certificate of completion, signed by the instructor, will be provided at the end of the program. To receive this certificate, the instructor will first perform an assessment that you've successfully learned the materials taught in this program. Please note Flevy is not an accredited institution.


Enroll in The Essence of Strategic CRM (SCRM) Now!

until this program begins.
There are only 9 spots left at $349.
Enroll Now!

Questions about this program? Email us at support@flevy.com.
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