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Customer Relationship Management: CRM Strategic Roadmap

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On-Site / Training


Customer Relationship Management (CRM) Workshop 



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 


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 


Mar 14, 2023 - Mar 15, 2023
Tue, Wed 10:00 AM — 04:00 PM
Jul 27, 2023 - Jul 28, 2023
Thu, Fri 10:00 AM — 04:00 PM
Oct 10, 2023 - Oct 11, 2023
Tue, Wed 10:00 AM — 04:00 PM
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Sales Bootcamp Nigeria ™ is a Specialist Sales Training Academy focused on the promotion of industries' productivity and developing the capacity of Salespeople. It seeks to achieve this by enabling sales performance through the consistent development of sales professionals. Sales Bootcamp brings you topical issues that affect sales performance in your organization, and trains to develop your sales force in practical skills needed to succeed in selling.

We offer programs designed and tailored for all levels of sales professionals. Whether you are an entry-level sales personnel, experienced/senior or top-level sales personnel, we’ve got you covered with our extensive and proven marketing and sales methodologies that would help you excel in selling. 

The focus of the Sales BootCamp Acedemy is for the Marketing organizations, marketing and sales professionals/managers, and the selling industries at large.

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