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Customer Relationship Management (CRM) Workshop 

  

Rationale 

Customer relationship management software have become very popular in recent years. Extremely powerful and quite economic they hold promises of unparalleled customer insights leading to superior personalized service, customer loyalty and higher profitability. However, many organizations only use CRM as a glorified address book, thereby foregoing much of its capabilities. In this course, and through practical examples and exercises, you will learn to unleash your CRM’s potential. From the systematic capture of customer data to its analysis and from drawing the right conclusions to making the most pertinent decisions you will be able to use CRM to maximize customer lifetime value and satisfaction. 

Target Audience 

This course targets marketing managers, analysts and staff, sales and customer care managers and supervisors as well as interested members of the team involved in designing applications for the organization’s CRM system. 

Target Competencies 

  •          Analytical and logical 
  •          thinking 
  •          Decision making. 
  •          Customer orientation 
  •          Marketing and sale 
  •          Customer relationship 
  •          management 

Course Methodology 

The course uses a variety of techniques such as presentations by the consultant, exercises, self-assessment questionnaires, case studies (some based on real industry examples), video clips by top CRM manufacturers as well as class discussions. 

Course Objectives 

By the end of the course, participants will be able to: 

  •          Explain why Customer Relationship Management (CRM) is essential for attracting, retaining, and growing loyal customers. 
  •          Defend the uses and objectives of a CRM system. 
  •          Use of the power of CRM to maximize customer acquisition, profitability, and retention. 
  •          Gain and Use customer insight to design highly effective, as well as cost efficient, marketing campaigns.  
  •          Apply an approach to CRM best suited to their organizations. 

  

  

Course Outlines 

Introduction to CRM 

  What is Customer Relationship Management? 

  Impact of IT and Globalization on CRM 

  Evolution of CRM and Classifications 

  The Value Pyramid 

  Customer Interaction Cycle 

  Customer Profiling and Total Customer Experience 

  Goals of a CRM Strategy and Obstacles 

  CRM Solutions Map 

  Customer Centric Enterprise (CCE) 

  Discussing People, Processes and Technology 

  CRM in Various Industries 

  

Managing Processes in CRM 

  Different Processes and Information Flow 

  Customer Lifecycle Management (CLM) 

  Customer Lifetime Value (CLV) 

  Contact Management 

  Activity Management 

  Issue Management 

  Workflow Management 

  Sales Force Automation (SFA) 

  Opportunity Management 

  Marketing Automation 

  Collaboration Processes 

  Enterprise Portals and Dashboards 

Analytics in CRM 

  An Introduction to Analytics 

  Pattern Based Strategy 

  Analytics Techniques and Methods 

  CRM Intelligence Management Cycle 

  CRM Data Warehouse 

  Customer Centric Data Mining 

  Measuring Profitability 

CRM Tools 

  Classifications of CRM Tools 

  Microsoft Dynamics CRM 3.0 

  Sugar CRM 

  VtigerCRM 5 

  Open CRX 

  Compiere ERP and CRM 

  Salesforce CRM 

  Zoho CRM 

  BATOI CRM 

Implementing CRM in an Enterprise 

  Defining the CRM Vision 

  Assessing CRM Readiness 

  Factors Affecting CRM Implementation 

  CRM Implementation Challenges 

  Phases of CRM Implementation 

  Upgrades and Change Management 

  CRM Implementation Pitfalls 

CRM Case Studies 

  CRM in Different Industries and Sectors 

  Customer Relationship Management (CRM) in Banking 

  CRM Solution for a Farm Equipment Manufacturer 

  Customer Relationship Management at Farm Credit Services of Mid-America 

  Developing E-Government Integrated Infrastructures: A Case Study 

  A Case Study of Emergent and Intentional Organizational Change 

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About Us

McTimothy Associates Consulting LLC is a Professional Management consulting, Human Capital Management, and Business Training company, incorporated in Nigeria with the Corporate Affairs Commission (CAC). Our Corporate office is centrally located at Gbagada Estate Phase 2 Estate, connecting easily to both Lagos Island and Lagos Mainland. We are enabling business greatness in Africa through cutting-edge modern management practices of Business transformation, Strategy, Change management and Innovation, Leadership, Restructuring and Turnaround management, and Training solutions.

Our Philosophy is an enduring commitment to enabling businesses and the professional greatness of our clients every day. Both organizations and individual employees who have attended our indoor and outdoor management development training programs have benefited tremendously in a number of ways. We also maintain relevant accreditations/partnerships with:

  • Institute of Management Consultants (IMC).
  • Institute of Professional Recruitment Consultants (IPRC), Nigeria
  • Association of Professional Recruitment Consultant (APRC) UK
  • Nigeria Institute of Training and Development (NITAD),
  • Centre for Management Development (CMD), ...
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