Customer Relationship Management Training

Customer Relationship Management (CRM) is one of the most important components for sustenance and growth of an organization. With the advancement of software technologies, significant progress has been made in designing and managing CRM systems. These efforts envisage facilitating better customer interactions and greater understanding about customers; thus helps an organization build competitive advantages.

This course plans to impart a sound introduction to CRM, a comprehensive understanding of the processes involved, strong understanding of software components in different CRM systems, and practical applications of CRM in different sectors. As the course is targeted to students of rural management, it includes practical examples with strong lineage to rural planning and development.

Course Objectives

At the end of the programme, participants should be able to do the following:

• Conduct effective customer profile analysis
• Craft and implement customer relationship strategies
• Execute customer profitability analysis and manage customer experience
• Use analytics for building company-centered advocacy in the market
• Implement sustainable customer loyalty programmes
• Coordinate service delivery system in field service, help desk and technical support
• Manage call center operations and personnel
• Develop fitting customer-centricity delivery systems
• Identify and implement feasible best practices in customer-centricity
• Develop performance-orientated value model
• Conduct proper evaluation of technological solutions in CRM and customer-centricity

 Benefits to individuals

• Customer needs will be met more effectively by understanding specific customer requirements
• Conduct effective customer profile analysis
• Effective targeted marketing communications aimed specifically at customer needs
• Ability to create value for organizations and customers
• Ability to analyze the different components of a CRM plan
• Coordinate service delivery system in field service, help desk and technical support

Benefits to the Organization

• Shorten your sales cycle
• Manage Resources
• Increase sales revenue
• Ability to increase value from organization’s existing customers and reduce cost associated with supporting and servicing them, increasing your overall efficiency and reducing total cost of sales
• Enhances increase customer satisfaction and retention, ensuring that organization’s good reputation in the marketplace continues to grow
• Development of a more personal approach, new or improved products and services in order to win more business in the future
• Acquisition and application of different approaches to CRM that are best suited to the client’s culture.