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

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

Cost: 2000 EGP

Duration: 2 Days

1. Motivate readers to adopt specific actions.
2. Create a professional image through their writing.
3. Write error-free documents in less time.
4. Rivet readers’ attention to get e-mails read.
5. Catch the hardest to find mistakes.
6. Avoid common mistakes.
7. Increase their ability to generate ideas and organize ;
8. Produce clear, concise and effective writing that achieves their objectives.
9. Develop a writing style that is interesting, informative and professional.

1. Introduction and Overview

1. Course Objectives
2. Outline
3. Purpose:  Why are we here?

1. Business and Report writing:  How We Transfer Factual Information and Knowledge

1. The Importance of Business and Report Writing
2. What Business and Report Writing is
3. What Business and Report Writing Does – Factual Communication of Experience
4. Problems in Factual Communication

1. Business Correspondence

1. The Role of Correspondence in Business, Science, Technology, and Industry
2. The Psychology of Correspondence
3. Organizing Your Letter/ Memo/E-Mail/Fax
4. Formats of Memos/Letters/E-Mails/Faxes
5. Mechanical Details
6. The Memorandum
7. The E-Mail
8. The Fax
9. Letters/Memos/E-Mails of Inquiry
10. Answers to an Inquiry
11. The Quotation Letters/E-Mails
12. Claim Letters/E-Mails
13. The Adjustment Letter/E-Mails
14. The Memo/Letter/E-Mail of Instructions

1. Short (Shorter) Report Forms

1. The Letter Report
2. The Memo Report
3. The E-Mail Repot
4. Progress Reports
5. Recommendation Reports
6. Activity Reports

1. Long Reports

1. Types of Long Reports
2. Components of Long Reports

1. Title Page
2. Abstract/Executive Summary
3. Introduction
4. Report Body
5. Results, Conclusions, and Recommendations
6. References
7. Figures and Tables
8. Appendices

1. Proposals:  from Concept to Document

1. What a Proposal Is
2. Letter Proposals
3. The Formal Proposal
4. Preparing an Abstract
5. The Proposal Document
6. The Letter of Transmittal

1. Presenting Tables and Graphs

1. Constructing Tables
2. Types of Tables
3. Displaying Statistical Data
4. Displaying a Process in Table Forms
5. Using Photographs, Drawings, and Cartoons
6. Using Exploded Views
7. Using Maps
8. Using Graphs, Charts, and Curves

1. General Guidelines for Business and Report Writing

1. Business and Report Writing is Concise, Clear, Accurate and Persuasive
2. Content, Style, and Mechanics
3. Complete Reports

Cost: 1700 EGP

Duration: 2 Days

1. Comprehend the basic concepts of finance
2. Quantify and evaluate the approach to sound strategic management.
3. Implement the financial tools required for effective business decisions and continuous profitability.

1. Understanding and using basic financial terms
2. Assessing the financial health of the firm
3. Understanding financial statements and basic ratio analysis
4. Evaluating the real worth of business ideas from a Return on Investment viewpoint
5. Appraising projects and using effective capital budgeting techniques
6. Managing the company’s funds effectively and efficiently.
7. Justifying major financial decisions
8. Incorporating the required tools for financial stability and ensure profitability.

• Executives and Managers with non-financial background
• Any individual who is interested to learn about the financial perspective of a company’s status.

Cost: 1700 EGP

Duration: 2 Days

1. Identify the importance of succession planning
2. Describe the process of succession planning
3. Recognize the importance of mentoring as a component of your plan
4. Practice to set goals using a SWOT analysis
5. Draft a plan, assign responsibilities and establish monitoring systems
6. Recall the importance of change management
7. Recall the concepts of Performance Management System (PMS)
8. Distinguish obstacles they may encounter
9. Identify how to re-evaluate goals and focus on progress
10. Recognize when success has been achieved, and evaluation activities

1. What is your return on investment for implementing these programs?
2. Do you know who your high potential employees are?
3. Have you got an effective Succession & Talent Program in place?
4. Who are the successors to critical business roles in your organization?
5. Are your talent metrics at best practice levels?
6. What are the best organizations doing in Talent & Succession?
7. Do you have 'buy in' from key managers to implement this program
8. How effective is your development planning for key employees?
9. Do you know how to identify your high potentials?
10. What is your competitive advantage from implementing a succession program?

1. Succession Planning Vs. Replacement

1. Preparing for the Planning Process

1. Initiating Process

1. The SWOT Analysis

1. Developing the Succession Plan

1. PMS

1. Executing the Plan

1. Managing the Change

1. Overcoming Roadblocks

1. Reaching the End

Cost: 2000 EGP

Duration: 2 Days