* All fees are exclusive of vat ** PREMIUM - Customize your learning experience
A 5-day training course to equip participants with the important concepts, tools, and techniques of Customer Relationship Management (CRM).
What Do Participants Learn?
Understand what is Customer Relationship Management (CRM)
Understand why CRM is essential for attracting, retaining and growing loyal customers
Determine the uses and objectives of a CRM system
Use CRM tools and concepts to understand, segment and manage customers
Use CRM to improve marketing, sales and customer service
Recognize best practices in implementing and measuring a CRM strategy
Understand and practice key skills for dealing with customers
Who Should Attend?
Telecommunications managers and other managerial staff working in call centers, customer service, marketing or sales or looking to complement their skill-set by gaining a good understanding of customer relationship management and how it can be used to provide more customer focus to their activities.
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)
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