Customer Relationship Management

Course Code: SMCS 232

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Course Sector:

Sales, Marketing and Customer Service

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Introduction

Training course introducion / brief

This training program is designed to enable participants to enhance their ability to manage customer relationships, by understanding and implementing the latest CRM strategies and tools, developing their analytical skills, plus enhancing their ability to build an integrated customer-focused culture and Measure customer satisfaction to BOOST Organization’s sales outcomes.

Understand the concept and functions of customer 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 customer characteristics and expectations.
Understand and apply Customer journey planning strategies.
Develop an integrated Information system to facilitate communication with customers.
Create a strong CRM vision and goals.
Develop the CRM Team.
Master Developing a customer-focused culture.
Define the most common mistakes when using CRM.
Measure customer satisfaction with the provided service.
Develop performance indicators to measure customer service in the organization.

Project Officers
Administrative officers

Introduction to Customer Relationship Management (CRM):

The concept of customer relationship management (CRM).
The importance of CRM in promoting the organizations’ sales and marketing targets.
Customer 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 customer characteristics and expectations.
Identify your Ideal Customer.
Planning for Customer Interactions.
Customer 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 customers.
Your guide to manage user security.

Continue: How to Implement CRM?

Identify risks.
Developing a customer-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 customer satisfaction:

Measuring customer satisfaction with the provided service.
Customer satisfaction model.
Obstacles to obtaining customer satisfaction.
Customer desired value model.

Develop feedback channels.

Customer service automation.

Develop performance indicators to measure customer service in the organization.

Strategies to enhance the performance of the customer service team.
Practical Application.

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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TRAINING COURSE: Customer Relationship Management