The figure of the upright, inflexible and authoritarian manager has become obsolete. A new profile has emerged, one that is much more in line with new trends and stands out for being technologically savvy, practising active listening and being self-critical of their work" 

Why Study at TECH?

TECH is the world's largest 100% online business school. It is an elite business school, with a model based on the highest academic standards. A world-class centre for intensive managerial skills training.   

TECH is a university at the forefront of technology, and puts all its resources at the student's disposal to help them achieve entrepreneurial success"

At TECH Global University

Innovation

The university offers an online learning model that combines the latest educational technology with the most rigorous teaching methods. A unique method with the highest international recognition that will provide students with the keys to develop in a rapidly-evolving world, where innovation must be every entrepreneur’s focus.

"Microsoft Europe Success Story", for integrating the innovative, interactive multi-video system.  

The Highest Standards

Admissions criteria at TECH are not economic. Students don't need to make a large investment to study at this university. However, in order to obtain a qualification from TECH, the student's intelligence and ability will be tested to their limits. The institution's academic standards are exceptionally high...  

95% of TECH students successfully complete their studies.

Networking

Professionals from countries all over the world attend TECH, allowing students to establish a large network of contacts that may prove useful to them in the future.  

100,000+ executives trained each year, 200+ different nationalities.

Empowerment

Students will grow hand in hand with the best companies and highly regarded and influential professionals. TECH has developed strategic partnerships and a valuable network of contacts with major economic players in 7 continents.  

500+ collaborative agreements with leading companies.

Talent

This program is a unique initiative to allow students to showcase their talent in the business world. An opportunity that will allow them to voice their concerns and share their business vision. 

After completing this program, TECH helps students show the world their talent. 

Multicultural Context

While studying at TECH, students will enjoy a unique experience. Study in a multicultural context. In a program with a global vision, through which students can learn about the operating methods in different parts of the world, and gather the latest information that best adapts to their business idea. 

TECH students represent more than 200 different nationalities.   

Learn with the best

In the classroom, TECH teaching staff discuss how they have achieved success in their companies, working in a real, lively, and dynamic context. Teachers who are fully committed to offering a quality specialization that will allow students to advance in their career and stand out in the business world.

Teachers representing 20 different nationalities.

TECH strives for excellence and, to this end, boasts a series of characteristics that make this university unique:   

Analysis

TECH explores the student’s critical side, their ability to question things, their problem-solving skills, as well as their interpersonal skills.  

Academic Excellence

TECH offers students the best online learning methodology. The university combines the Relearning method (a postgraduate learning methodology with the highest international rating) with the Case Study. A complex balance between tradition and state-of-the-art, within the context of the most demanding academic itinerary.  

TECH is the world’s largest online university. It currently boasts a portfolio of more than 10,000 university postgraduate programs. And in today's new economy, volume + technology = a ground-breaking price. This way, TECH ensures that studying is not as expensive for students as it would be at another university.  

At TECH, you will have access to the most rigorous and up-to-date case studies in the academic community”

The Postgraduate diploma in Customer Relationship Management analyzes all the realities surrounding the relationship of businesses with their customers, delving into 4 teaching modules on marketing strategy, social networks, corporate communication and more topics of vital importance for any manager who wants to focus their career on the front line of dealing with customers. Over the course of 6 months, students will analyze a multitude of real case studies with which to consolidate all their knowledge. 

Being well-versed in the right strategies for dealing with customers will lead you to the best of professional success, making you an indispensable asset in your industry" 

Syllabus

The Postgraduate diploma in Customer Relationship Management of TECH Global University prepares its students for all the necessary tasks and competencies related to Customer Relationship Management. 

The content of the Postgraduate diploma in Customer Relationship Management is designed to streamline effective decision-making in high-pressure business environments, where customer satisfaction is key. 

Over the course of 375 hours students will analyze a multitude of practical cases through individual practice and teamwork. It is, therefore, an authentic immersion in real business situations. 

This Postgraduate diploma deals in depth with the techniques and intricacies of commercial management together with the vision of Marketing and branding. Designed to train managers who understand Customer Relationship Management from a strategic, international and innovative perspective. 

This program takes place over 6 months and is divided into 4 modules:  

Module 1. Strategy in Marketing Management 
Module 2. Customer Relationship Management 
Module 3. Inbound Marketing
Module 4. Social Media and Community Management 

Where, When and How is it Taught?

TECH offers students the opportunity to take this Postgraduate diploma in Customer Relationship Management completely online. Throughout the 6 months of the educational program, you will be able to access all the contents of this program at any time, allowing you to self-manage your study time.

Module 1. Strategy in Marketing Management

1.1.  Marketing Management 

1.1.1. Positioning and Value Creation
1.1.2. Company's Marketing Orientation and Positioning
1.1.3. Strategic Marketing vs. Operational Marketing
1.1.4. Objectives in Marketing Management
1.1.5. Integrated Marketing Communications

1.2. The Function of Strategic Marketing

1.2.1. Main Marketing Strategies
1.2.2. Segmentation, Targeting and Positioning
1.2.3. Managing Strategic Marketing

1.3. Marketing Strategy Dimensions

1.3.1. Necessary Resources and Investments
1.3.2. Fundamentals of Competitive Advantage
1.3.3. The Company’s Competitive Behavior
1.3.4. Focus Marketing

1.4. New Product Strategy Development

1.4.1. Creativity and Innovation in Marketing
1.4.2. Generation and Filtering of Ideas
1.4.3. Commercial Viability Analysis
1.4.4. Development, Market Testing and Commercialization

1.5. Pricing Policies

1.5.1. Short and Long-Term Aims
1.5.2. Types of Pricing
1.5.3. Factors that Affect Pricing

1.6. Promotion and Merchandising Strategies

1.6.1. Advertising Management
1.6.2. Communication and Media Plan
1.6.3. Merchandising as a Marketing Technique
1.6.4. Visual Merchandising

1.7. Distribution, Expansion, and Intermediation Strategies

1.7.1. Outsourcing of Sales Force and Customer Service
1.7.2. Commercial Logistics in Product and Service Sales Management
1.7.3. Sales Cycle Management

1.8. Developing the Marketing Plan

1.8.1. Analysis and Diagnosis
1.8.2. Strategic Decisions
1.8.3. Operational Decisions

Module 2. Customer Relationship Management

2.1.  Knowing the Market and the Consumer

2.1.1. Open Innovation
2.1.2. Competitive Intelligence
2.1.3. Sharing Economy

2.2. CRM and Business Philosophy

2.2.1. Business Philosophy or Strategic Orientation
2.2.2. Customer Identification and Differentiation
2.2.3. The Company and its Stakeholders
2.2.4. Clienteling

2.3. Database Marketing and Customer Relationship Management

2.3.1. Database Marketing Applications
2.3.2. Laws and Regulations
2.3.3. Information Sources, Storage, and Processing

2.4. Consumer Psychology and Behavior

2.4.1. The Study of Consumer Behavior
2.4.2. Internal and External Consumer Factors
2.4.3. Consumer Decision Process
2.4.4. Consumerism, Society, Marketing, and Ethics

2.5. Areas of CRM Management

2.5.1. Customer Service
2.5.2. Managing the Sales Force
2.5.3. Customer Service

2.6. Consumer Centric Marketing

2.6.1. Segmentation.
2.6.2. Profitability Analysis
2.6.3. Customer Loyalty Strategies

2.7. CRM Management Techniques

2.7.1. Direct Marketing
2.7.2. Multichannel Integration
2.7.3. Viral Marketing

2.8. Advantages and Risks of Implementing CRM

2.8.1. CRM, Sales and Costs
2.8.2. Customer Satisfaction and Loyalty
2.8.3. Technology Implementation
2.8.4. Strategic and Management Errors

Module 3. Inbound Marketing

3.1. The Definition of Inbound Marketing

3.1.1. Effective Inbound Marketing
3.1.2. The Benefits of Inbound Marketing
3.1.3. Measuring the Success of Inbound Marketing

3.2. Target Research

3.2.1. Consumer Intent Modelling and Buyer Personas
3.2.2. Customer Journey Mapping
3.2.3. Content Strategy

3.3. Content Optimization 

3.3.1. Content Optimization for Search Engines
3.3.2. Recycling and Content Improvement

3.4. Content Creation

3.4.1. User and Brand Generated Content
3.4.2. Opportunity Blogging
3.4.3. Video and Other Formats 

3.5. Content Dynamization

3.5.1. Influencers
3.5.2. Blogger Outreach
3.5.3. Paid Content Seeding

3.6. Conversion

3.6.1. Lead Capturing and CRO
3.6.2. Lead Nurturing and Marketing Automation

Module 4. Social Media and Community Management

4.1.  Web 2.0 or the Social Web

4.1.1. Organization in the Age of Conversation
4.1.2. Web 2.0 Is All About People
4.1.3. New Environments, New Content

4.2. Digital Communication and Reputation

4.2.1. Crisis Management and Online Corporate Reputation
4.2.2. Online Reputation Report
4.2.3. Netiquette and Good Practices on Social Media
4.2.4. Branding and Networking 2.0

4.3. General, Professional, and Microblogging Platforms
4.4. Facebook
4.5. LinkedIn
4.6. Google+
4.7. Twitter
4.8. Video, Image, and Mobility Platforms

4.8.1. YouTube
4.8.2. Instagram
4.8.3. Flickr
4.8.4. Vimeo
4.8.5. Pinterest

4.9. Corporate Blogging

4.9.1. How to Create a Blog
4.9.2. Content Marketing Strategy
4.9.3. How to Create a Content Plan for Your Blog
4.9.4. Content Curation Strategy

4.10. Social Media Strategies

4.10.1. Corporate Communication Plan 2.0
4.10.2. Corporate PR and Social Media
4.10.3. Analysis and Evaluation of Results

4.11. Community Management

4.11.1. Functions, Duties, and Responsibilities of the Community Manager

A unique, key, and decisive educational experience to boost your professional development and make the definitive leap"