Customer Relationship Management (CRM) is one of the most important components required for the sustenance and growth of an organization. CRM efforts are usually targeted at facilitating better customer interactions and greater understanding about customers; thus helps an organization build competitive advantages.

This training is tailored towards imparting global Customer Relationship Management best practices on participants. The course will guide participants through basic to advanced CRM processes, best practices and principles. The course displays simple and straight forward route for organizations and team members that have the responsibility of ensuring clients’ generation, retention and satisfaction.

Module 1

• Who Is A Customer?
• Understanding The Customer Behavior
• Market Segmentation
• Business Management And Customer Service
• Essential Customer Service Processes
• Customer Service Process Definition For Your Organization
• Process Improvement For Customer Service
• Customer Service And Sales
• Customer Service Quality Management
• Case Study

Module 2

• What Is Customer Relationship Management?
• Impact Of IT And Globalization On CRM
• Evolution Of CRM And Classifications
• The Value Pyramid
• Customer Profiling And Total Customer Experience
• Goals Of A CRM Strategy And Obstacles
• Customer Centric Enterprise (CCE)
• Discussing People, Processes And Technology
• CRM In Various Industries

Module 3

• Important Customer Service Metrics
• How To Create Online Customer Survey E.G CSAT Survey
• Different Processes And Information Flow
• Customer Lifecycle Management (CLM)
• Customer Lifetime Value (CLV)
• Contact Management
• Sales Management
• Opportunity Management
• Marketing Automation
• Collaboration Processes
• Introduction To CRM Tools

At the end of the course, participants will be able to:

1. Understand and apply CRM principles to business process
2. Identify CRM strategies and how to deploy them within an organization
3. Understand and differentiate between being product focused and being customer focused.
4. Identify steps to set up CRM processes within an organization
5. Understand and use CRM applications

1. CRMs are essentially needed in all organizations
2. CRM skills should be embraced companywide regardless of the employees’ department, thus every employee is expected to have CRM skills.
3. Training in CRM can land a front desk/customer service job faster
4. Understanding and application of CRM principles can be an inroad to several organizations regardless of the nature of their business

Course will be facilitated by experienced and certified professionals