Fee: #28,000
Duration: 2 days
Location: Lagos 

Dates: September 4 & 5 2018

Course Description

Customer Relationship Management (CRM) is one of the most important components 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.

For Whom

  1. Front desk officers/Client interface executives
  2. Relationship Managers
  3. Marketing and Sales executives
  4. Project Managers/Business Developers
  5. Business Managers and business owners/Entrepreneurs

Course objectives/Lesson outcome

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

Course Opportunities

  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 Outline

Introduction to CRM

  1. What is Customer Relationship Management?
  2. Impact of IT and Globalization on CRM
  3. Evolution of CRM and Classifications
  4. The Value Pyramid
  5. Customer Interaction Cycle
  6. Customer Profiling and Total Customer Experience
  7. Goals of a CRM Strategy and Obstacles
  8. CRM Solutions Map
  9. Customer Centric Enterprise (CCE)
  10. Discussing People, Processes and Technology
  11. CRM in Various Industries

Managing Processes in CRM

  1. Different Processes and Information Flow
  2. Customer Lifecycle Management (CLM)
  3. Customer Lifetime Value (CLV)
  4. Contact Management
  5. Activity Management
  6. Issue Management
  7. Workflow Management
  8. Sales Force Automation (SFA)
  9. Opportunity Management
  10. Marketing Automation
  11. Collaboration Processes

Customer Service Essentials
Introduction to CRM Tools
Implementing CRM in an Enterprise
CRM Case Studies