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.  Sharon's 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