Customer Relationship Management

Course details

The Customer Relationship Management course introduces professionals to foundational concepts of CRM that they can implement for the long-term profitability of their organizations. The course equips participants with a sound foundation of CRM concepts and best practices. This 24 hours training program highlights different aspects of customer management and innovation, enabling participants to build essential domain experience in creating relationships with potential customers. Through theoretical and practical sessions, this comprehensive Customer Relationship training offers a thorough understanding of the tools and techniques used by industry experts to engage customers and maximise opportunities. In today’s business landscape, where customers and their words are highly essential for the sustainability of a business, this Client Relationship Management training imparts industry-ready skills to delegates and help them with achieving their career goals.

• Course Objectives
• Gain a sound foundation of CRM concepts and best practices
• Explore the ins and outs of customer relationship processes
• Describe managing customer perception
• Understand different components of a CRM plan
• Develop and implement customer relationship management strategies

Course Outline
Module 1:

• The key role of the Customer Relationship Manager (CRM) in Developing a competitive edge
• Understanding the differences between Business-To-Business (B2B) Customer Relationship Management, and Business-ToConsumer (B2C) Customer Relationship Management
• Identifying barriers to providing exceptional customer service
• Understanding why the happy ‘Internal Customer’ is more motivated to provide exceptional ‘External Customer’ service
• Identifying the ‘Perception Points’ of your organization
• Detailed analysis of your ‘Perception Points’
• Understanding your customers’ changing needs
• The key steps of Customer Service Calculating
• Customer Lifetime Value (CLV)
• Changing Times – the impact of technology on CRM
• Understanding different Customer Feedback Mechanisms
• Creating a CRM dashboard – ‘What Gets Measured Can Be Improved!’

Module 2:

• Dealing with Queries, Questions, and Complaints
• Handling unreasonable requests effectively
• Creating an exceptional service recovery mechanism for
• enhancing customer retention
• Using Customer Feedback to innovate and ‘Stay Ahead of
• the Competition’
• The best practices in CRM – learning from highly relevant
• case studies
• How to create ‘Long-Term Loyal Customers’

 
What Exactly Are We Managing?

Requirement-Driven Product Selection:

During this segment, participants will look at the requirement-driven product selection process. This process requires defining the business need (or pain or problem, depending on the issue), deciding which functions are needed to meet the requirements, and then defining the products that support the selection.
 
Don't Leave! Strategies for Customer Retention 

This part of the program discusses ways to engage and retain customers. Participants will explore the four pillars of CRM and how they can use them to help others embrace the CRM plan.
 
How Are We Going to Do This? 

Homegrown Versus the Application-Service Provider 

Participants will look at the advantages and disadvantages of developing an in-house program versus using an application service provider. Updated on 20 November, 2024