* All fees are exclusive of vat ** PREMIUM - Customize your learning experience
Customer Relationship Management training course examines the new CRM approach and whilst recognising these key elements still needs to be addressed, it reflects the need to create an integrated cross-functional focus – one which emphasizes retaining as well as winning customers; thus, the focus is shifting from customer acquisition to customer retention and towards ensuring appropriate amounts of time, money and managerial resources are directed at both of these key tasks.
What Do Participants Learn?
Understanding customer relationship management
Understand how to Looking at customers.
Understand how to manage the customer.
Understanding the Standards, Measuring and continuous improvement in CRM.
Understand how to negotiate with customers.
Being familiar with conducting successful meetings with your customers.
Who Should Attend?
Directors and managers
Those who would like to develop and enhance their business development and marketing support skills
What Will the Learning Experience Include?
Comprehensive pre-program activities include:
Web-based information forms & surveys completed by attendee.
Direct consultation with the attendee about the expectations.
During the training, participants engage in data, activities, and conversations that lead to insight and knowledge.
Participants learn from expert trainers who have both academic and business experiences.
Highly applicable training content & instructive activities for adding depth to training topics.
**A half-day site visit for integrating the experience & plan next steps. Opportunities to provide connections, ideas & support.
Explore & Practice
Apply & sustain the learning experience by using this ongoing support:
To ensure participant has new skills or behavior progress.
Optional, fee-based mentoring & coaching with the trainer.
Training materials & additional documents (e-books, pdf files, presentations and articles)
Evaluate your training experience by giving us feedbacks and help us to reach our organizational goals.
What is Customer Relationship Management?
How does CRM impact the organization?
Why does the organization need CRM?
Customer Relationship Management as a product
Customer Relationship Management as a process
Looking At Customers
Identifying your customer
Internal and External customers
Why do we need customers?
Integrating the customer
Generating a customer-focused solution
Managing and Measuring the Customer Relationship Management
Hierarchy of service
Information vs. knowledge
Customer value and culture
Characteristics of excellent CRM
Measuring customer service
Continuous improvement in CRM
CRM as a Business Process, Communication, and People
Developing the relationship
People and CRM
Negotiating with Customers
Identify and negotiate the best deal/ outcome possible
Recognize the different approaches to the negotiating process
Identify, develop and employ interpersonal skills
Work on individual strengths and weaknesses
Develop successful strategies
One- to- one and team- to- team negotiation
Clarity in Meeting Preparation
Creating meeting objectives that are clear and specific
Setting an agenda
Structuring the agenda – where to place the least and most important items
How to lobby for support
Collecting appropriate data from interested parties
Briefing minute takers and guest speakers
Achieving crystal clear communication?
Powerful listening and questioning techniques to understand what customers need
Typical customer behavior patterns
Body language clues that show how others are thinking and responding to you
Lenses or filters to communication
Using perceptual positions to understand your customers’ point of view
Choosing communication channels to increase engagement
Illustrating positive and negative attitudes and mindsets
Getting customers beyond mere satisfaction
Responding to difficult customers and co-workers with appropriate communication styles
Modeling appropriate customer service skills in the community and workplace