Customer Relationship Management

Description

This CRM training course is designed to provide you with a comprehensive set of skills and knowledge to get the most out of your CRM system.

The course will also include a site visit to an organization relevant to the course so delegates can develop an understanding of how their contemporaries function in the real-world.

The course will wrap with a summary of the key learning points, followed by an action planning exercise with a view to apply the acquired knowledge and skills immediately upon your return to work. Post-course support is also available in relation to the implementation of your action plan, up to six (6) months following course completion.

What you will learn

Introduction to Customer Relationship Management

• What is CRM
• Mastering relationships
• The customer lifecycle – customer acquisition
• The customer lifecycle – customer retention and development

Customer Relationship Management – Implementation

• Define a CRM strategy and philosophy
• Ensure top management buy-in
• Develop a change management plan
• Smoothly roll out your CRM
• Know your CRM critical success factors

The Customer Experience – Managing Relationships

• What is a relationship?
• Relationship quality
• Customer satisfaction, loyalty and business performance
• Researching the satisfaction-profit chain
• Relationship management theories

Site visit

• Industrial visit to a relevant organization.
• An insight into the internal working of companies.
• An opportunity to learn through interaction with practising professionals.

Course Review

• Summary and recap of key learning objectives
• Action Planning