1-  CRM

2-  Real Story

3-  What do Customer want?

4-  Quote

5-  The Meaning of CRM

6-  CRM Channels

7-  Channel Driven

8-  Combination

9-  Why do enterprises use CRM ?

10-                CRM Technologies

11-                CRM Solution Structure

12-                3 Areas in Operational CRM

13-                SFA

14-                SFA Case Studies

15-                Customer Service And Support (CSS)

16-                CSS Example : Adobe

17-                CSS Example : HP

18-                EMA

19-                EMA Example : ZDNet

20-                Analytical CRM

21-                Data  Mining

22-                Example of Analytical CRM tool

23-                Type of EIS 

24-                Characteristics of EIS

25-                Top 3 EIS software

26-                TOP 5 CRM Solutions

27-                Major Players of CRM

28-                CRM Market Share

29-                Selecting a CRM solution

30-                Future of CRM :  eCRM

31-                Mass Marketing vs. CRM

32-                CRM Development

33-                Infrastructure of a Modern Enterprise

34-                E-Business Activities

35-                Key Drivers

36-                Define the Benefit for Each CRM Project

37-                A CRM Solution is Not Just a Question of Software...

38-                Designing a CRM Strategy

39-                The D4 Company Analysis

40-                Customer Lifetime Value

41-                Calculation Models for CLV

42-                Example Calculation

43-                The Eight Building Blocks of CRM

44-                The CRM Environment Has Changed

45-     Worldwide CRM Software License Fee Revenues ($ million)

46-                Changing CRM Application Types

47-                Case Studies:The Real Costs of CRM

48-                CRM Evolution 1998-2007

49-                ROI (Time Value of Money)

50-                ROI (Present Value)

51-                ROI (Net Present Value)

52-                ROI (Return Of Investment)