SS118: Customer Relationship Management (CRM): The Power of Information

Transcription

1 SS118: Customer Relationship Management (CRM): The Power of Information SS118 Rev.001 CMCT COURSE OUTLINE Page 1 of 5

2 Training Description: Customer relationship management softwares have become very popular in recent years. Extremely powerful and quite economic they hold promises of unparalleled customer insights leading to superior personalized service, customer loyalty and higher profitability. However, many organizations only use CRM as a glorified address book, thereby foregoing much of its capabilities. In this course, and through practical examples and exercises, you will learn to unleash your CRM s potential. From the systematic capture of customer data to its analysis and from drawing the right conclusions to making the most pertinent decisions you will be able to use CRM to maximize customer lifetime value and satisfaction. Training Objective: By the end of the training, participants will be able to: Articulate why Customer Relationship Management (CRM) is essential for attracting, retaining and growing loyal customers Determine the uses and objectives of a CRM system Make full use of the power of CRM to maximize customer acquisition, profitability and retention Use customer insight to design highly effective, as well as cost efficient, marketing campaigns Apply an approach to CRM best suited to their organizations Training Designed for: This course targets marketing managers, analysts and staff, sales and customer care managers and supervisors as well as interested members of the team involved in designing applications for the organization s CRM system. Target Competencies Analytical and logical thinking Decision making Customer orientation Marketing and sale Customer relationship management SS118 Rev.001 CMCT COURSE OUTLINE Page 2 of 5

3 Training Program: DAY ONE: PRE-TEST Definitions of CRM Defining CRM and its Importance to Companies Customer Loyalty and Optimizing Customer Experience The Life Time Value of a Customer CRM Mistakes and Blind Spots The Difficulties of CRM DAY TWO: CRM in Marketing Relationship and One-to-One Marketing Cross Selling and Up-Selling Customer Retention and Profitability Customer and Business Value Customer Relationship Management Training for Marketers Sample of Software Applications in the Market DAY THREE: CRM and Customer Service Call Center and Customer Care Customer Satisfaction Measurement Customer Service Checklist for Success Customer Service Training Tools and Applications for Customer Service DAY FOUR: Sales Force Automation Activity, Contact and Lead Management Knowledge Management Business Training for Sales Force Exposure to Applications for Sales Force Automation Planning CRM Programs Developing a CRM Strategy CRM Business Plan Cost Justifying CRM Choosing CRM Tools and Suppliers Customer Relationship Management Software SS118 Rev.001 CMCT COURSE OUTLINE Page 3 of 5

4 DAY FIVE: Managing a CRM Project Implementation Checklist CRM Roadblocks and Saboteurs Looking toward the Future CRM Training Program and Customer Loyalty The New Rules of Marketing and PR From Social Media to Social CRM Course Conclusion POST-TEST and EVALUATION Training Requirement: Hand s on practical sessions, equipment and software will be applied during the course if required and as per the client s request. Training Methodology: This interactive training course includes the following training methodologies as a percentage of the total tuition hours:- 30% Lectures, Concepts, Role Play 30% Workshops & Work Presentations, Techniques 20% Based on Case Studies & Practical Exercises 20% Videos, Software & General Discussions Pre and Post Test Training Certificate(s): Internationally recognized certificate(s) will be issued to each participant who completed the course. Training Fees: As the course location- This rate includes participant s manual, hand-outs, buffet lunch, coffee/tea on arrival, morning & afternoon of each day. SS118 Rev.001 CMCT COURSE OUTLINE Page 4 of 5

5 Training Timings: Daily Timings: 07:45-08:00 Morning Coffee / Tea 08:00-10:00 First Session 10:00-10:20 Recess (Coffee/Tea/Snacks) 10:20-12:20 Second Session 12:20-13:30 Recess (Prayer Break & Lunch) 13:30-15:00 Last Session For training registrations or in-house enquiries, please contact: Aisha Relativo: aisha@cmc-me.com Tel.: or Mob.: Training & Career Development Department SS118 Rev.001 CMCT COURSE OUTLINE Page 5 of 5