USLC USA / AARM Canada
Associate Professional Certification
in
Customer
Relationship Management
Four Month Intensive Program
Plus two
months internship (optional) |
To remain competitive,
you must figure out how to keep your customers longer, grow them
into bigger customers, make them more profitable, and serve them
more efficiently. And …. you want more of them.
Striking the right balance is necessary if you want to know whether
you’re better off investing in customer acquisition, or in
product development, opening new stores, plant efficiency, better
qualified personnel, more service, or cost reduction. While you may
believe in your heart that a particular decision creates shareholder
value, there’s no financial metric currently available to tell
you how much shareholder value you actually created, or even whether
you created any at all. Virtually every manager agrees that a company’s
most vital asset is its customer base – the lifetime values
of all its current and future customers.
Minimum
qualification – undergraduates in the areas
of business administration or marketing management. Good TOEIC
score and pass our customize interview & test. Our International
trainees will be coming mainly from South Korea and with smaller
groups from Japan, Turkey, China, and Indonesia and maybe even
from the Philippines. English is their second language.
All trainees
will be on the AARM membership upgrading certification program.
They need to be an official member of AARM International
at their local country, attend a 5-day intensive program
there and move over to AARM International HQ in Toronto to
complete their CRM certification and training program. |
| Trainee
is provided a comprehensive “hands-on” appreciation
of strategies for optimizing and communicating customer value,
measuring customer satisfaction, loyalty and relationship management. |
Trainee will be able to appreciate customer value, customer
satisfaction, customer service, customer loyalty, learning
relationship and customer relationship management strategies
and software.
The
program will achieve these outcomes through a thorough intensive
study and group discussion of the materials presented in the
text, including cases and in-class exercises, discussion, presentation
and group work.
On completion,
trainees will be given a professional certified title – “Associate
P.CRM” (Professional Customer Relationship Management/Marketing)
and credit transfer for USLC MBA program. |
Four months intensive program with six hours daily session
(except for Fridays -3 hours only). Trainees are expected to
conduct themselves in a positive attitude manner in class and
in all group work discussion. Thorough preparation, punctual
attendance and responsible personal conduct are expected.
The
last two months will be a guided un-paid internship program
at marketing and management companies in Toronto area. |
| Study
Outline and Grading |
First
Month
Introduction
Identify,
Differentiate, Interact and Customize methodology
Appreciate “Identify” stage
Appreciate “Differentiate” stage
Lifetime Value issues
Exam – 20%
|
|
Second
Month
Appreciate “Interaction” with
your valuable customers
Contact
center (cost to profit management)
Learning Relationship
Return on Customers
Appreciate “Customization”
Getting
positive results
Customer
focus branding issues
Exam – 20%
|
|
Third
Month
Case studies
Appreciation of CRM software issues
Interactive marketing directions
Direct marketing approach
Integrated Marketing Communication strategies
Exam – 25%
|
|
Fourth
Month
Group intensive one-month hands-on CRM project
Group
written work and presentation
Final exam – 35%
Graduation
|
|
Fifth
and Sixth
Months
| Internship in related field of marketing and management
in local firms in Toronto area. This is optional. |
|
|
