Effective Customer Relationship Management for Improved Business Results Course

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

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

Course Outline

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