* 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).
Definition
Focus on relationships
How does CRM impact the organization?
Reasons to take the CRM route
Five views of CRM
Identifying your customer
Internal customers
External customers
Why do we need customers?
Customer expectations
Integrating the customer
Generating a customer-focused solution
Build groups with similar attributes
Customers vs. objectives
Define an action plan
Campaign management
Why manage customers?
The Pareto principle
Customer value
Hierarchy of service
Information vs. knowledge
Customer and culture
Traditional marketing vs. relational marketing
Relationship and one-to-one marketing
Customer lifecycle
Build a loyalty
Revenue stimulation
Customer retention
Call center and customer care
Customer satisfaction measurement
Customer service training
Activity, contact and lead management
Business training for sales
Recommendations
Data quality
Data integration
Differentiated execution across touch points
Critical success factors
Best practices
Characteristics of excellent CRM
Measuring customer service
Measuring sales service
Measuring marketing initiatives
Problems in CRM
Process analysis in CRM
Standards
Continuous improvement in CRM
Communication as a CRM activity
People and CRM
Best practices
Looking toward the future
Social CRM
Averest Training Certificate of Completion or delegates who attend and complete the training course
This course is certified by:
This Course can be customized delivered to a group at your facility saving time and money.