This document summarizes an online workshop about Customer Relationship Management (CRM). The 4-week, 16+4 hour course is designed for business managers and decision makers to learn about CRM and how it can benefit businesses. The course will cover topics such as understanding customer relationships, managing the customer lifecycle, operational CRM, analytical CRM, and realizing the benefits of CRM. Participants will engage in workshops, write white papers, and present a final CRM case study and solution for their company. The course instructor, Mohammad Hassan Adjigol, has over 20 years of experience in IT management and lecturing.

1. WWW.ADJIGOL.COM
Adjigol@Hotmail.com
Information Technology Management Workshop
Course Topic
Customer Relationship Management
(CRM)
CRM is not an option , it is necessary for
business growth
About Course
This program, designed for Business Managers and Decision makers in all level to gain
knowledge of AI , It will help you answer these questions.
 What is Customer Relationship Management (CRM)?
 What does it mean for business?
 How can your company take advantage of it?

2. WWW.ADJIGOL.COM
Adjigol@Hotmail.com
This program is for you if:
$--- 4 Weeks 16+4 Hours
REQUIREMENTS
 Minimum 3 years experiences in manager position
 Intermediate English level
 Minimum bachelor degree
 Familiarity with the basic concepts of IT & Business
 Active Participation in class activities and all assignments
Course Contents
UNDERSTANDING CUSTOMER RELATIONSHIPS
1. Introduction to CRM
2. Understanding relationships
3. Managing the customer lifecycle – customer acquisition
4. Managing the customer lifecycle – customer retention and development
You're looking for
a grounding in
CRM and its
business
applications in
order to inovate in
your work and
help transform
your organization
A You’re interested in
learning about the
selected CRM areas
of Operational CRM
, Analytical CRM,
Strategic CRM
B You want proof of
your knowledge in
the form of gain
skills to embed CRM
in your Strategy to
make competitive
advantages and
innovation .
C

3. WWW.ADJIGOL.COM
Adjigol@Hotmail.com
STRATEGIC CRM
5. Customer portfolio management
6. How to deliver customer-experienced value
7. Managing customer experience
OPERATIONAL CRM
8. Sales force automation
9. Marketing automation
10.Service automation
ANALYTICAL CRM
11.Developing and managing customer-related databases
12.Using customer-related data
REALIZING THE BENEFITS OF CRM
13.Planning to succeed
14.Implementing CRM
LOOKING TO THE FUTURE
15.The future
HOW YOU’LL LEARN
Every course is broken down into manageable, weekly modules, designed to accelerate
your learning process through diverse learning activities:
 Enjoy a wide range of interactive content, including video, infographics,
workshop teamwork, assignment and more
 Investigate rich, real-world case studies
 Write several white paper for CRM Solutions
 Present real AI case for your company at the end of course

4. WWW.ADJIGOL.COM
Adjigol@Hotmail.com
WHO YOU’LL LEARN FROM
Mohammad Hassan Adjigol
 +20 Experience in Information Technology Management
 +20 Experience in Lecturing for Business Managers and
Professionals in different industries
 He has Published several books and articles in IT fields
 He holds a Masters from IMI in Information Technology
Management (MBA) and BS in Computer Science from Pacific
Southern University
 Adjigol holds several Professional Certificate as example POSTMBA in Project
Management
 Adjigol has implemented several IT projects for famous companies in field of
Process – People and Technology
Reading
There is no required textbook for this course, and you should be able to learn everything
from the lecture notes and PowerPoint files . However, if you would like to pursue more
advanced topics or get another perspective on the same material, here are some books:
Customer Relationship Management: Concepts and
Technologies
 Author: Francis Buttle , Stan Maklan
 CDN$ 94.19
 Print Length: 426 pages
 Publisher: Routledge; 3 edition (April 6 2015)
Customer Relationship Management: Concept, Strategy, and
Tools
 Author: V. Kumar and Werner Reinartz
 CDN$ 102.08
 Print Length: 411 pages
 Publisher: Springer; 3rd ed. 2018 edition (April 17 2018)

5. WWW.ADJIGOL.COM
Adjigol@Hotmail.com
Coursework
 Grading
attendance 10%
Workshops 20%
White Papers 20%
Case Studies 20%
Presentation+ Final Project 30%
 Workshops
At each session you will have several workshop that you have to work in team
and 15 minutes for each workshop.
 White Paper
At the end of each session you will have minimum two research activities and write
white paper for next week.
 Presentation & Final Project
Each Participant must prepare a presentation for CRM in their company for maximum
10 minutes with PowerPoint slides and Case Study for it.
You must check the topic of your presentation with instructor in week 3 for confirmation.
Prepare Your Workforce for the
Automation Age