Audience.
Anyone who works with customers will benefit from this CRM course.
Overview
The Customer Relationship Management (CRM) training course is designed to provide participants with the knowledge and skills needed to effectively manage and nurture relationships with customers. This course covers various aspects of CRM, including understanding the importance of customer relationships, implementing CRM systems and tools, analyzing customer data, and developing targeted marketing and sales strategies. Participants learn how to leverage CRM technologies to track customer interactions, personalize communication, and enhance customer satisfaction and loyalty. Additionally, the course may cover topics such as customer segmentation, lead management, and customer retention strategies. Through interactive workshops, case studies, and practical exercises, participants have the opportunity to learn best practices in CRM implementation and management and apply them to real-world scenarios. Ultimately, the course aims to empower participants to optimize customer relationships, drive business growth, and maximize profitability.
Topics Covered.
- Introduction to CRM (Customer Relationship Management)
• Basic principles and applications of CRM.
• How CRM systems can be introduced within organizations.
• How CRM is both a product and a process.
• The most effective ways to deliver CRM systems. - What is customer service?
• Why we need customers.
• What customers want.
• The concept of integration. - What is the impact of CRM on the organization.
• What are the competencies required for an effective CRM process. - Customer perspectives
• Perspectives on selling within CRM environments.
• How CRM practice fits within companies. - Understanding a customer-focused solution
• How to manage customers and CRM systems.
• Quality management skills.
• Standards and continuous improvement.
• The relationship between the QCT link and CRM as a business process.
• The impact of CRM failure on companies.
Learning Outcomes:
Participants will:
• Understand the importance of customer relationships.
• Understand the components of CRM.
• Explore the factors that can cause customer relationships to fail.
• Understand how employees can affect CRM.
• Examine how to develop a customer-centred approach.
• Understand various types of customers.
• Explore potential impacts on business.
