Professional Customer Relationship Management Certification (P.CRM)

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1 Professional Customer Relationship Management Certification (P.CRM) About P.CRM Certification P.CRM Certification is an intensive CRM Training and Certification program, built in response to the market need for an independent professional certification authority to provide assurance of an understanding in the concepts and application of CRM. Since 2001 we have graduated hundreds of executives through the program. The program employs a common core curriculum with specific modules tailored to the needs of those in attendance in the areas of cases or applications. The program provides CRM understanding for those who require some technical CRM knowledge and those who manage or relate to such people in their companies. P.CRM Certification Program is presented by AARM Association for Advancement of Relationship Marketing, a worldwide network of business associates and executives who are deeply involved in Marketing, CRM and related subject areas. About AARM Association for the Advancement of Relationship Marketing Established in 1996, AARM International based in Canada, The Association for the Advancement of Relationship Marketing/Relationship Management, is a not-for-profit association serving industry and commerce. AARM taps into thousands of individuals in the Customer Relationship Marketing arena worldwide with major representation of 58% in the Senior Executive category and 42% middle management. AARM provides quality business education produced by experienced professionals to provide information, knowledge and insight to members in areas that include the development of CRM strategies, business processes needed to customize products and services for mass audiences, technology information in support of relationships and customization, and the management of customers to maximize lifetime value.

2 AARM in Indonesia AARM comes to Indonesia bringing its vision to cater the needs of CRM (Customer Relationship Management) through trainings, consulting and certification. In Indonesia, it helps both individuals and institutions to educate the business community in CRM related subject areas as it provides a network of CRM professionals to make contact and exchange knowledge about this exciting discipline. It also provides quality business education produced by experienced professionals to bring information, knowledge and insight to members in areas that include the development of CRM strategies. In order to meeting the needs of those who wish to understand and apply the concept of CRM and its components, AARM Indonesia conducts Executive Intelligence Briefings, Workshops, Seminars and Conferences as well as consulting programs on a frequent basis featuring prominent authors and experts in the various CRM related topics. AARM Indonesia helps both individuals and institutions to educate the business community in CRM related subject areas as AARM Indonesia provides a network of CRM professionals to make contact and exchange knowledge about this exciting discipline. Reasons to Take the P.CRM Certification CRM is not just a fad. Rather, it affects the entire enterprise and all its stakeholders. Learn how to plan CRM initiatives. Acquire the tools. Learn about the processes for planning CRM. Explore the impact of technology. Learn about Best Practices. Learn how to link and align various groups and initiatives within the company. Get practical examples on how to move CRM initiatives ahead. Establish strategic frameworks for CRM initiatives. Acquire knowledge of leading edge concepts. And, be entitled to use the designation P.CRM after your name. Who Will Benefit from this CRM Certification Program? Anyone who is interested in learning about the latest strategies and direction of CRM should attend this program.

3 Objectives To establish a common core curriculum for CRM professionals; and To provide assurance for employers that individuals who are certified, understand and have demonstrated competence in the core curriculum. About the Curriculum This intensive CRM training and certification program is in response to a marketplace need for an independent certification authority to provide assurance of an understanding in the concepts and application of CRM. Since 2001 we have graduated hundreds of executives through the program. The program employs a common core curriculum with specific modules tailored to the needs of those in attendance in the areas of cases or applications. The program provides CRM understanding for those who require some technical CRM knowledge and those who manage or relate to such people in their companies. The core curriculum of the program is based on module contents listed below. Sessions are comprised of instructors who are chosen for their particular experience to match those of the students who make up a particular session. The general path for certification is as follows: Customer Strategy & Consumer Behavior What is CRM Definition Increasing the value of customer base: Get, Keep, Grow What is CRM? Steps in CRM Planning Vision & Committal CRM Project Team Develop corporate CRM definition Defining CRM Vision and Mission Statement Developing CRM Strategy Planning a Profitable CRM Strategy Process Required to Execute the Strategy Planning Process Implementation Process IDIC Methodology Barriers to Successful CRM Implementation Managing Resistance to CRM CRM Ecosystem: Operational, Analytical, Collaborative Why isn't everybody doing CRM?

4 Customer Experience Implementation Assessment Defining customer value Designing customer experience Equipping people & delivering consistently Sustaining & enhancing performance Customer Lifetime Value CRM Technology Social CRM Course Duration A 3 days extensive course followed by certification exam. A minimum of 12 participants per class is required to conduct a class. Graduates Some of the Thought-leadership Organizations where you will find P.CRM Certified Professionals: PT. Telekomunikasi Indonesia, Tbk (Telkom), A.C. Nielsen Company, ATI Technologies Inc.,Aruba Tourism Authority, Avaya, Bell Canada, BMO Financial Group, BMW Japan Finance Corp., Canada Post Corporation, Carlson Marketing Group, CIBC, DuPont, Enbridge Consumers Gas, Environics Research Group, Envision Credit Union, Fidelity Investment, Forum Research Inc., Foster Parents Plan, GlaxoSmithKline, IBM, IPSOS-Reid, LCBO, Microsoft, Miller International, Pennsylvania College of Technology, PostLinx Corp., Rogers Wireless Communication, Sears, TD Bank Financial Group, TD Waterhouse Investor Services Inc., Toronto Stock Exchange, Toyota, Universal Studios, USC Education Savings Plans, US Air Force, US Department of Defense, World Vision, Xerox and many other Fortune 2,000 companies.

5 Delivery Methodology: This training will be delivered by combining various experiential learning methods. Short Presentation: to introduce concept, framework and theories Video & Multimedia: to inspire and build understanding Assessment exercise: to assess the readiness and resources needed Small group exercise: to internalize concept and framework Case Study: to better understand basic concept Interactive Discussion: to enrich knowledge and understanding Learning diary: to summarize Evaluation: feedback and learning gain Course & Certification Fee Fee for the three-day course and certification is USD 1,500 per person.