Course Description
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
- Marketing professionals
- Brand makers
- Executives
- Those who would like to develop and enhance their business development and marketing support skills
What Will the Learning Experience Include?
Phase: 1
Introduce
- 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.
Phase: 2
Explore & Practice
Phase: 3
Apply
- 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.
- Participant's Evaluation
- Trainer's Evaluation
Phase: 4
EVALUATE
Section One
- 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?
- Customer expectations
- Integrating the customer
- Generating a customer-focused solution
Section Two
- 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
- Conducting meetings
- Developing the relationship
- People and CRM
Section Three
- 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 flexibility
- 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
Section Four
- 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
- Communications models
- Using perceptual positions to understand your customers’ point of view
- Choosing communication channels to increase engagement
Section Five
- Illustrating positive and negative attitudes and mindsets
- Getting customers beyond mere satisfaction
- Customer’s loyalty
- Responding to difficult customers and co-workers with appropriate communication styles
- Modeling appropriate customer service skills in the community and workplace