Customer Relationship Management

The Principles of Successful CRM (Straight Talk)

Course Overview
Claudia Imhoff, President and Founder of Intelligent Solutions, Inc., a leading provider of business intelligence and Customer Relationship Management (CRM) consulting, education and seminars, reveals the differences between operational and analytical CRM. The program looks at the principles of CRM and its critical success factors.

Imhoff also presents an example of the CRM process, demonstrating how these various components come into play. In her discussion of these principles, Imhoff details how operational and analytical CRM are used in support of an overall CRM initiative.

Track: Straight Talk
Straightforward explanations of key technologies and their business value

Learning Objectives:

Upon successful completion of this segment, you should be able to:

  • Identify the five principles of CRM and its critical success factors;
  • Understand the differences between operational and analytical CRM;
  • Discuss how a technical architecture called the corporate information factory supports the components of CRM.

Content Partner:


Speakers / Authors:

Photo of Claudia Imhoff

Claudia Imhoff - Presenter
Claudia Imhoff, Ph.D., is the President and Founder of Intelligent Solutions, Inc., a leading provider of customer-focused technology and strategy. A thought leader, visionary, and practitioner in the rapidly growing fields of business intelligence and customer focused-strategy, Claudia is a popular and dynamic speaker and internationally recognized expert on analytical CRM, business intelligence, and the infrastructure to support these initiatives -- the Corporate Information Factory (CIF). Dr. Imhoff has co-authored five highly-regarded and popular books on these subjects and writes monthly columns (totaling more than 60) for technical and business magazines. She has served on the Board of Advisors for DAMA International and was chosen by the DAMA organizations to receive the 1999 Individual Achievement Award. She is an advisor and a faculty member for The Data Warehousing Institute and serves as an advisor for several technology and commercial companies. Dr. Imhoff delivers keynote addresses at conferences sponsored by software companies and their user groups, The Data Warehousing Institute, The Economist, COMDEX, and many international organizations. She has appeared on World Business Review, Microsoft's Getting Results programs, and Webcasts sponsored by DM Review, Better Management, and several technology vendors. She is a member of the Advisory Board of the Daniels School of Business at the University of Denver and is on several technology companies' advisory councils.

Software & Hardware Requirements:

  • 56k or Greater Internet Connection
  • Adobe Acrobat® Reader for the .pdf files
  • Adobe® Flash® Player 9 or higher
  • Modern DHTML Compatible Browser
  • Ram: 256 MB minimum
  • Sound card with speakers/headphones
  • Windows or Mac OS

Price (USD)

Standard Rate: $29.00
Subscribers: $29.00
Pillsbury U Online: $29.00
Metro State Univ: FREE


Course Code : WIT-1876

Course Level : N/A

Passing Grade : 70%
Format Type : eLearning

Returning Subscribers

- OR -