MK07

Customer Relationship Management

Contents:

1-     Definitions

·        Defining CRM

·        Importance of CRM to Companies

·        Customer loyalty and optimizing Customer Experience

·        Why CRM is hard?

2-     Sales Force Automation

·        Activity, Contact and lead Management

·        Knowledge Management

3-     Planning CRM Programs

·        Developing a CRM Strategy

·        CRM Business Plan

·        Cost Justifying CRM

·        Choosing CRM Tools and Suppliers

4-     CRM in Marketing

·        Relationship and one to one Marketing

·        Cross Selling and Up-selling

·        Customer Retention

·        Customer and Business Value

5-     Managing a CRM Project

·        Implementation Checklist

·        Looking toward the Future

·        CRM Training Program

6-     CRM and Customer Service

·        Call Center and Customer Care

·        Customer Satisfaction Measurement

·        Customer Service Training

Who should attend?  

Marketing managers, sales, customer care managers and supervisors, senior sales and customer service staff.