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CRM Application (SAP)

NICF - CRM Application Enterprise Resource Planning

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Course Outcome

Learn the application of CRM tool
Configure and Implement Customer Relationship Management processes for an enterprise on a CRM System
Training

Get Trained

Configure and implement the Customer Relationship Management processes related to product catalogue, sales force automation  customer portfolio management on a CRM system 
Training

Get Experiential

With the guidance of Industry Experts, learners will learn to implement marketing automation and working with the  product catalogue  in a simulated environment, as a part of the module project.

Training

Get Certified

After successfully completing the course:

  • Learners are eligible to get certificate from Victoria University, Australia
  • Two NICF Statement(s) of Attainment (SOA) 

How You Learn

How You Learn?

Learning & Course Duration
When you enrol, you will commit to the following learning hours.

Learning Duration (*GLH) - 57.5 Hours

On Campus Hours
36.5 hours
Off Campus Hours
21 hours

Course Duration with Study Options

Full Time

2 weeks

4 days a week (7 hrs a day)

Part Time

4 weeks

4 days week (3 hrs a day)

*GLH: Guided Learning Hours

Course Structure

Course Structure

NICF - CRM Application

Customer Relationship Management (CRM) embraces aspects of daily business activities that include marketing, sales and service— where customers tend to be directly and regularly engaged.

 

This  subject will examine different aspects of the way that a firm can practice CRM with content potentially drawn from topics that deal with marketing and planning, campaign management, e-marketing, lead management, analytics, customer segmentation, service order support and customer processing. Both theoretical and practice content will underpin the subject— with student learning being based on using a combination of computer-based exercises and case studies.

 

This course is aligned with Singapore’s WDA WSQ NICF and is one of the modules of  Victoria University’s following Master degree course. After completion of this module candidate will get one module exemption in the following Master Degree courses:

  • Master of Enterprise Resource Planning Management
  • Master of Business (Enterprise Resource Planning Systems)

Course Modules :

Outline Outline Schedule Schedule

CRM - CRM Applications

Outline
Schedule
Module Name

CRM Applications

Session Outline Activities

Session 1: Orientation & Lecture - Live (3 hrs)

The student has to attend a Live Orientation Session conducted at LA campus or go through a recording of the Orientation Session.

After the Orientation, the Lecturer will introduce the module by conducting the lectures on:

  • IU1: Introduction to CRM/Understanding relationships
  • IU2: Planning & implementing CRM projects. Creating cases 

Session 2: Lecture – Live (3 hrs)

The lecturer will deliver lectures & demo  in the class room related to the topics of corresponding IUs :

  • IU3: Planning & implementing CRM projects. Creating contracts, Partner selection
  • IU4: Customer Portfolio Management ( CPM )

Before session:The Student will engage in e-learning to LEARN IU3 & IU4 (off campus - 3 hrs)

The Student should complete self-assessments

Student can approach Online Support for any queries or guidance

Session 3: Lecture – Live (3 hrs)

The lecturer will deliver lectures & demo  in the class room related to the topics of corresponding IUs :

  • IU5: IT for CRM
  • IU6: Managing the customer lifecycle: acquisition, retention & development , Queue management  

Before session:The Student will engage in e-learning to LEARN IU5 & IU6 (off campus - 3 hrs)

The Student should complete self-assessments

Student can approach Online Support for any queries or guidance

Session 4: Lab Exercises – On Campus (3 hrs)

The Student will PERFORM activities related to IU1 - IU6 in Server Lab environment 

Session 5: Lecture – Live (3 hrs)

The lecturer will deliver lectures & demo  in the class room related to the topics of corresponding IUs:

  • IU7: Marketing automation & Working with the product catalogue
  • IU8: Sales-force automation ( SFA) & Metrices & Goals

Before session:The Student will engage in e-learning to LEARN IU7& IU8 (off campus - 3 hrs)

The Student should complete self-assessments

Student can approach Online Support for any queries or guidance

Session 6: Lab Exercises On Campus (3 hrs)

The Student will PERFORM activities related to IU7& IU8 in Server Lab environment 

Session 7: Lecture – Live (3 hrs)

The lecturer will deliver lectures & demo in the class room related to the topics of corresponding IUs :

  • IU9: Service automation & Service Scheduling
  • IU10: CRM – Best Practices -1

Before session:The Student will engage in e-learning to LEARN IU9 & IU10 (off campus - 3 hrs)

The Student should complete self-assessments

Student can approach Online Support for any queries or guidance

Session 8: Lab Exercises On Campus (3 hrs)

The Student will PERFORM activities related to IU9 & IU10 in Server Lab environment 

Session 9: Lecture – Live (3 hrs)

The lecturer will deliver lectures & demo  in the class room related to the topics of corresponding IUs :

  • IU11: CRM – Best Practices -2
  • IU12: CRM – Best Practices -3

Before session:The Student will engage in e-learning to LEARN IU11 & IU12 (off campus - 3 hrs)

The Student should complete self-assessments

Student can approach Online Support for any queries or guidance

Session 10: Lab Exercises On Campus (3 hrs)

The Student will PERFORM activities related to IU11 & IU12 in Server Lab environment 

Session 11: Tutoring - Live (3 hrs)

  • Student should present the project up to Milestone 1 – Process modelling and seek tutor’s feedback.
  • Student can seek support & guidance for the milestone 2  of the project
  • Tutor will provide necessary feedback & guidance

Before session:

  • Student will be given a project brief  which comprises few task in server environment
  • Student should complete the task up to the milestone 1
  • Student can seek online support if needed

Session 12: Tutoring - Live (3 hrs)

  • Student should present the project up to Milestone 2 – Business Workflow and seek tutor’s feedback.
  • Tutor will provide necessary feedback & guidance

Before session:

  • Student will be given a project brief  which comprises few task in server environment
  • Student should complete the task up to the milestone 2
  • Student can seek online support if needed

Session 13: Summative Assessment (1hr)

Assessor will review and provide feedback on the project

During session:Assessor will assess the student through oral questions

Module Name

CRM Applications

Competency Unit

IT-SA-402S-1 : Develop sales support and customer management programs (2 Credit Values)

IT-GSM-301S-1 (CRM) : Implement sales and marketing activities (2 Credit Values)

By end of this module, the learner should be able to gain the following knowledge:

  • Theoretical aspects of CRM across the main areas of sales, services and marketing
  • Strategic, operational, analytical and collaborative value of CRM within an organization
  • Understanding of how CRM can be used to segment existing and newly acquired clients
  • The relationship that CRM has within the ERP systems environment of large organisations
  • The different areas of CRM software

By end of this module, the learner should be able to perform the following activities:

  • Create and launch a campaign
  • Evaluation and selection of partner
  • Create sales transaction
  • Create and Manage Queues
  • Build a customer segment – Target group selection using Segment builder
  • Create  a new transaction type – Implementation (Customizing) CRM
  • Create  Sales reports 

Who Should Attend

Ideal Candidates

Entry requirements

Academic Level: Completion of Professional Diploma in ERP course

Who Should Attend

  • Persona

    Individuals who want to learn more about CRM processes, and want to pursue an advanced degree in ERP

  • Persona

    Individuals who want to learn more about CRM processes, and want to pursue an advanced degree in ERP

Advance Your Career

Advance Your Career

SSG Funding

Career

Train only Program (CAT B funding)

Learn how to configure and implement Customer Relationship Management processes of an enterprise on a CRM system and upgrade your career to be a CRM  Consultant

Grad Requirements

Graduation Requirements

To graduate from this module, the participant should have completed the following:

  • Minimum attendance of 75% for all Sessions in the modular course
  • Should be assessed Competent (C) in the modular course

Certificates

Certificates

Following certifications will be awarded to the student upon meeting graduation requirements

  1. Statement of Attainment by SSG, Singapore: IT-SA-402S-1 - Develop sales support and customer management programs
  2. Statement of Attainment by SSG, Singapore: IT-GSM-301S-1 - Implement sales and marketing activities
  3. SAP Alliance Certificate : BCO6604 Customer Relationship Management
  4. Certificate from Victoria University, Australia

Course Fees & Funding

Course Fees & Funding
(All fees stated below, are in SGD)

For Self-sponsored Individuals

Category of Individuals
Type Singapore Citizen & Singapore PR Age >= 21 Singapore Citizen Age >= 40 Singapore Citizen Age >= 35 & earning <= 2000.00/month
Course Fee 2500.0 2500.0 2500.0
Less: SkillsFuture Funding 543.75 1812.5 2375.0
Course Fee after SkillsFuture Funding 1956.25 687.5 125.0
Add: GST (7%) 175.00000000000003 175.00000000000003 175.00000000000003
Course Fee after GST 2131.25 862.5 300.0
Add: Fee Protection Scheme (inclusive of GST) 0.0 0.0 0.0
Total Fee Payable to Lithan 2131.25 862.5 300.0

For Company sponsored

Type of Companies
Type Non-SME & Singapore Citizen & Singapore PR Age >= 21 SME & Singapore Citizen & Singapore PR Age >= 21 SME & Singapore Citizen Age >= 35 & earning <= 2000.00/month
Course Fee 2500.0 2500.0 2500.0
Less: SkillsFuture Funding 543.75 1812.5 2375.0
Course Fee after SkillsFuture Funding 1956.25 687.5 125.0
Add: GST (7%) 175.00000000000003 175.00000000000003 175.00000000000003
Course Fee after GST 2131.25 862.5 300.0
Add: Fee Protection Scheme (inclusive of GST) 0.0 0.0 0.0
Total Fee Payable to Lithan 2131.25 862.5 300.0

Miscellaneous Fees

Miscellaneous Fee (applicable to all individuals)
Medical Insurance (option)* 96.00 - Payable upon approval of request
Deferment Admin Fee* 160.50 - Payable upon approval of request
Re-module Fee* 2675.00 - Refer to Modular course fee which is available on Lithan’s website
Re-sit Exam Fee* 107.00 - Payable upon approval of request
Change of Assessment Date Fee* 64.20 - Payable upon approval of request

For Self-sponsored Individuals

Category of Individuals
Singapore Citizen Age >= 35 & earning <= 2000.00/month
Course Fee 2500.0
Less: SkillsFuture Funding 2375.0
Course Fee after SkillsFuture Funding 125.0
Add: GST (7%) 175.00000000000003
Course Fee after GST 300.0
Add: Fee Protection Scheme (inclusive of GST) 0.0
Total Fee Payable to Lithan 300.0
Singapore Citizen Age >= 40
Course Fee 2500.0
Less: SkillsFuture Funding 1812.5
Course Fee after SkillsFuture Funding 687.5
Add: GST (7%) 175.00000000000003
Course Fee after GST 862.5
Add: Fee Protection Scheme (inclusive of GST) 0.0
Total Fee Payable to Lithan 862.5
Singapore Citizen & Singapore PR Age >= 21
Course Fee 2500.0
Less: SkillsFuture Funding 543.75
Course Fee after SkillsFuture Funding 1956.25
Add: GST (7%) 175.00000000000003
Course Fee after GST 2131.25
Add: Fee Protection Scheme (inclusive of GST) 0.0
Total Fee Payable to Lithan 2131.25

For Company sponsored

Type of Companies
SME & Singapore Citizen Age >= 35 & earning <= 2000.00/month
Course Fee 2500.0
Less: SkillsFuture Funding 2375.0
Course Fee after SkillsFuture Funding 125.0
Add: GST (7%) 175.00000000000003
Course Fee after GST 300.0
Add: Fee Protection Scheme (inclusive of GST) 0.0
Total Fee Payable to Lithan 300.0
SME & Singapore Citizen & Singapore PR Age >= 21
Course Fee 2500.0
Less: SkillsFuture Funding 1812.5
Course Fee after SkillsFuture Funding 687.5
Add: GST (7%) 175.00000000000003
Course Fee after GST 862.5
Add: Fee Protection Scheme (inclusive of GST) 0.0
Total Fee Payable to Lithan 862.5
Non-SME & Singapore Citizen & Singapore PR Age >= 21
Course Fee 2500.0
Less: SkillsFuture Funding 543.75
Course Fee after SkillsFuture Funding 1956.25
Add: GST (7%) 175.00000000000003
Course Fee after GST 2131.25
Add: Fee Protection Scheme (inclusive of GST) 0.0
Total Fee Payable to Lithan 2131.25

Miscellaneous Fees

Miscellaneous Fee (applicable to all individuals)
Medical Insurance (option)* 96.00 - Payable upon approval of request
Deferment Admin Fee* 160.50 - Payable upon approval of request
Re-module Fee* 2675.00 - Refer to Modular course fee which is available on Lithan’s website
Re-sit Exam Fee* 107.00 - Payable upon approval of request
Change of Assessment Date Fee* 64.20 - Payable upon approval of request

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