Client Relationship Management (CRM)

Course Code: SMCS 131

195 Course Visits

Course Sector:

Sales, Marketing and Customer Service

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Course Dates and Locations

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No.

Date

Days

Location

Fees

Enrollment

22 - 24 Sep 2025

3 Days

Dubai, UAE

$3,250

08 2025 - 10 Dec 2024

3 Days

Vienna, Austria

$3,950

Introduction

Training course introducion / brief

Client relationship management plays a vital role in the success of any business. This helps a business to recognize the value of its clients and to capitalize on improved client relations. Having a better understanding of the client’s purchasing habits, opinions and preferences, the more a business can response to address their needs. This training program is designed to enable participants to enhance their ability to manage client relationships, by understanding and implementing the latest CRM strategies and tools, developing their analytical skills, plus enhancing their ability to build an integrated client-focused culture and Measure client satisfaction to boost organization’s sales outcomes.

Understand the concept and functions of client relationship management (CRM).
Understand the importance of CRM in promoting the organizations’ sales and marketing targets.
Identify CRM tools and solutions.
Understand and apply CRM planning strategies.
Master analyzing the provided product/service and the business situation.
Master Analyzing client characteristics and expectations.
Understand and apply Client journey planning strategies.
Develop an integrated Information system to facilitate communication with clients.
Create a strong CRM vision and goals.
Develop the CRM Team.
Master Developing a client-focused culture.
Define the most common mistakes when using CRM.
Measure client satisfaction with the provided service.
Develop performance indicators to measure client service in the organization.

Introduction to Client Relationship Management (CRM)

The concept of client relationship management (CRM).
The importance of CRM in promoting the organizations’ sales and marketing targets.
Client relationship management functions.
Understanding the relationship between the client and the organization.
The difference between a traditional and holistic focus in CRM.
Overview: CRM tools and solutions.

Effective Planning for CRM

CRM planning strategies.
Analyze the provided product/service (Best strategies and Practices)
Determine the strengths and weaknesses of the provided product/service.
Business situation analysis.
Analyze client characteristics and expectations.
Identify your Ideal Client.
Planning for Client Interactions.
Client journey planning strategies.

How to Implement CRM?

Creating a strong CRM vision and goals.
Develop the CRM Team.
Choose the right CRM Solution.
Identify Technology requirements.
Develop an integrated Information system to facilitate communication with clients.
Your guide to manage user security.
Identify risks.
Developing a client-focused culture.
Manage change to adopt CRM.
Develop the organization strategy for the CRM.
Double the added value.
How to manage Continuing requirements?
Define your mistakes when using CRM.
Practical Application.

Achieving client satisfaction:

Measuring client satisfaction with the provided service.
Client satisfaction model.
Obstacles to obtaining client satisfaction.
Client desired value model.
Develop feedback channels.
Client service automation.
Develop performance indicators to measure client service in the organization.
Strategies to enhance the performance of the client service team.

Action Plan

At the end of the training, participants will be asked to develop a CRM plan relating to the department/industry they belong. The presented should include the details such as the profile of target clients, the strategies to be implemented, and how to measure the effectiveness of the plan. This will be presented to the class for discussion.

Boost certificate of completion

BOOST's Professional Attendance Certificate “BPAC” is always given to the delegates after completing the training course, and depends on their attendance of the program at a rate of no less than 80%, besides their active participation and engagement during the program sessions.

ENDORSED EDUCATION PROVIDER

Flexible deadlines

Customized dates accordance to your schedule

Shareable Certificate

Earn certificate upon completion

COURSE METHODOLOGY

Our Training programs are implemented by combining the participants' academic knowledge and practical practice (30% theoretical / 70% practical activities).

At The end of the training program, Participants are involved in practical workshop to show their skills in applying what they were trained for. A detailed report is submitted to each participant and the training department in the organization on the results of the participant's performance and the return on training. Our programs focus on exercises, case studies, and individual and group presentations.

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