• Session 1
  What is CRM ?
• Session 2
  Research & Privacy
• Session 3
  SFA and LCV
  
• Session 4
  Contact Center
• Session 5
  Analytics
• Session 6
  Business Processes
• Session 7
  Change Management
• Session 8
  Mobile CRM Strategy

AWARD FOR EXCELLENCE IN TEACHING

The University of Toronto granted Robert the AWARD FOR EXCELLENCE IN TEACHING in 2001. The selection process makes this award very important. Award Winning Instructors are nominated by their students based on their exceptional teaching, their commitment to delivering high quality and inspiring programs, while responding to students' evolving learning and career aspirations. Robert was nominated for a second time in 2004.

U. of T. COURSES I TEACH

Strategic Selling and CRM

How does Customer Relationship Management (CRM) achieve an improved customer lifetime value? By integrating business processes with a strategic database system, the Web, customers and employees. This course uses business cases illustrating how to enhance sales processes, product development, distribution channels, and promotional programs to tactically change interactions with prospects or customers.

Tactical Integrated Branding Strategies

This course focuses on building a brand and increasing its equity using Print, Radio and TV Advertising, in concert with Direct Mail, Internet Media Placement and Search Engine Marketing. Case studies emphasize the impact of brand marketing through collaborative evaluation of the brand, the advertising campaign and its effectiveness.

Strategies for a Web Presence

"What makes a website effective?" "How do you attract customers to your site?" This course addresses the key questions as you develop a strategic plan that effectively positions you and your organization on the Web. You will explore topics such as on- and off-line marketing, how to use the Web to build customer relationships and the basics of electronic commerce.