In today's increasingly complex and turbulent environment, companies are struggling to find ways for coping with challenges and to stay competitive. Two important concepts, Knowledge Management (KM) and Customer Relationship Management (CRM), which help enhance a company's ability to create, capture, distribute and use knowledge and to understand and establish life-long customer relationship, have gained increasing interest. In fact, any company, irrespective of size and industry, can build up its "Knowledge Management Systems" (KMS) and "Customer Relationship Management System". The Hong Kong and Management Association now offers the following two certificate programmes for those who are interested or engaged in KM and CRM.

	CERTIFICATE PROGRAMME ON CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SYSTEM	CERTIFICATE PROGRAMME ON KNOWLEDGE MANAGEMENT SYSTEM (KMS)
The Programme	The programme provides participants with a clear and comprehensive prospective on conceptual and practical knowledge about CRM.	The programme aims at giving participants a good understanding of the concept and application of Knowledge Management.
Programme Content	It consists of 10 sessions in total of 30 hours. 1. CRM Basics 2. CRM Components 3. CRM Deployment 4. CRM in more angles 5. CRM Development	It contains 10 sessions in total of 30 hours. 1. Basics of Knowledge Management 2. Managing Knowledge 3. Enabling Technologies for Knowledge Management 4. Knowledge Management Framework 5. Knowledge Management Approaches 6. People Development and KMS 7. Knowledge Management in the e-Business Era 8. Case Studies
Language	Cantonese (supplemented with English) with English Course Manual
Venue	The Hong Kong Management Association1-6/Fls First Commercial Building33-35 Leighton RoadCauseway Bay HONG KONG
Fees	HK$3,450 (HKMA member) HK$3,650 (non-member)
Important Dates	Class A: 22 Jan - 1 Mar 2002 (Tue & Friday) 7:00 pm - 10:00 pm Class B: 24 June - 29 July 2002 (Mon & Thur) 7:00 pm - 10:00 pm	Class A: 21 Jan - 28 Feb 2002 (Mon & Thur)7:00 pm - 10:00 pm Class B: 16 May - 20 Jun 2002 (Mon & Thur) 7:00 pm - 10:00 pm
Deadline for Application	Class A: 17 January 2002 Class B: 19 June 2002	Class A: 16 January 2002 Class B: 11 May 2002
Enquiries	Please contact Ms Joyce Choi on 2774 8537.

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Issued by The Hong Kong Management Association on 5 January 2002.
For press enquiries, please contact Ms Titania Woo on 2826 0535/7383 5116 or
Ms Sunnie Ma on 2826 0532.