CUSTOMER RELATIONSHIP MANAGEMENT

CUSTOMER RELATIONSHIP MANAGEMENT

Managing relationships with customers has become a critical organizational competency. Get winning strategies for acquiring and retaining customers by leveraging the latest advanced technologies. This course will teach you how to select the right tools for your business– so it can grow today–and on into the future. Lagging means lost customers, which means damage to the bottom line. But how do you not lag when customers are moving lightning fast to demand constant changes in the speed to complete their transactions? CRM is the answer. Customer Relationship Management, a strategy that leverages very advanced technologies is the way to cut to the 21st Century business chase.

  • What is Customer Relationship Management?
  • Looking at Customers
  • Managing the Customers
  • Measuring CRM
  • Standards as continuous improvement in CRM
  • CRM, as a business process
  • CRM, communication and people
  • Cross Selling opportunities
  • Negotiating with Customers
  • Conducting successful meetings with your customers
  • TO INDIVIDUALS:
    • Customer needs will be met more effectively by understanding specific customer requirements
    • Conduct effective customer profile analysis
    • Effective targeted marketing communications aimed specifically at customer needs
    • Ability to create value for organizations and customers
    • Ability to analyse the different components of a CRM plan
    • Coordinate service delivery system in field service, help desk and technical support
  • TO THE ORGANIZATION:
    • Shorten your sales cycle
    • Manage Resources
    • Increase sales revenue
    • Ability to increase value from organization’s existing customers and reduce cost associated with supporting and servicing them, increasing your overall efficiency and reducing