:: DEFINE | Management Consultancy & Training Provider In UAE, Abu Dhabi,Dubai,Saudi Arabia ::

CUSTOMER RELATIONSHIP MANAGEMENT

Location

London, United Kingdom

Date

From Date: 10-Jun-2024
To Date: 14-Jun-2024

Duration

5 Days

Language

English

Discipline

Introduction

Ref No:         ML004
Title:         Customer Relationship Management
Start Date: 10 June 2024 End Date: 14 June 2024
Venue:         London, United Kingdom
Fee:              $6,500

In any of the 5 star hotels. The exact venue will be informed once finalized.

Relationship management and after sale service have been found responsible for today’s businesses’ success in maintaining and expanding clientele base. It is the psychology of support and confidence that make a customer to stay loyal or look for the ultimate exist door.
This workshop takes full interest in getting managers to get the right customer service and the overwhelming mindset of business excellence into their daily practice. It is a give and take customer relationship and as much as customer believes that he can rely on your warranties, product quality, and your continuous support and after sale service, as much as you would win his loyalty and guarantee his on-going lucrative business.
Organization’s effectiveness is measured by their ability to supply their customer needs and wants efficiently. But how the organization can achieve excellent customer service is a key issue to sustain competitive business environment. This workshop aims to bring professional, high-level customer service concepts into common ground with front-line services by offering a unique improvement tool to help those delivering services and put their customers at the core of what they do.
This course is also designed to enrich and update the knowledge and skills of the participants for achieving excellent customer relations and applying world-class strategies and tactics to keep track of the changing customer needs.

Objective

Articulate why Customer Relationship Management (CRM) is essential for attracting, retaining and growing loyal customers.
Determine the uses and objectives of a CRM system.
Recognize best practices in implementing a CRM strategy.
Apply CRM for improving marketing, sales, customer service, and customer contact.
Use Social CRM to drive collaboration among salespeople to increase their effectiveness.
Appreciate different approaches to CRM that are best suited to their organizations’ culture

Audience

This workshop is designed especially for supervisors, and managers responsible for applying CRM and wish to explore CRM methods and applications.

Content

COURSE TOPICS

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

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

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

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

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

Note:
Pre & Post Tests will be conducted
Case Studies, Group Exercises, Group Discussions, Last Day Review & Assessments will be carried out.

Certificate

Define Management Consultancy & Training Certificate of course completion will be issued to all attendees.

Methodology

A highly interactive combination of lecture and discussion sessions will be managed to maximize the amount and quality of information, knowledge and experience transfer. The sessions will start by raising the most relevant questions, and motivate everybody finding the right answers. The attendants will also be encouraged to raise more of their own questions and to share developing the right answers using their own analysis and experience.
All attendees receive a course manual as a reference.
This interactive training workshop includes the following training methodologies

30% Lectures
30% Workshops and work presentation
20% Group Work& Practical Exercises
20% Videos& General Discussions

Course Details