CRM – Customer Relationship Management

Course details

Program Overview
Customer Relationship Management, also known as CRM, helps businesses successfully implement strategies, practices and technologies aimed at winning and retaining customers profitably. The objective of this business and management course is to equip you with a sound foundation of CRM concepts and best practices so you can implement CRM practices successfully for long-term profitability.
 
Benefits & Added Value
 
By attending this program, participants will:

1. Learn the basics of Customer Relationship Management (CRM)
2. Understand the power of communication
3. Understand the customer’s lifecycle
4. Identify, segment and analyze customers
5. Analyze Customer’s Behavior
6. Handle Complaints efficiently
7. Understand the basics of Retention and building Loyalty
8. Learn more about Up-selling and Cross Selling
9. Apply key Performance Measurement techniques
10. Understand what is advocacy and learn how to be the customer’s advocate
11. Learn and apply key advocacy measurement techniques
12. Better engage Employees

 
Program Content

1. The basics of Customer Relationship Management (CRM)
2. Understand the power of communication
3. Understanding the customer’s lifecycle
4. Analyzing and Understanding Customer’s Behavior
5. identifying, segmenting and analyzing customers
6. Handling Complaints
7. Retention and building Loyalty
8. Retention, Loyalty and Advocacy
9. Up-selling and Cross Selling
10. Performance Measurement
11. Engaging Employees

Updated on 19 September, 2019