Customer Relationship Management System – Crm System

Category: Aci Code Requirements And Specifications For Concrete Design, Construction And Repair Training

Course Description

Who Should Attend

Relationship managers, marketing managers, sales and customer care managers and supervisors, and senior sales and customer service staff.

Objectives

  • Articulate Why Customer Relationship Management (Crm) Is Essential For Attracting, retaining and growing loyal customers.
  • Determine the uses and objectives of a CRM system.
  • Recognize best practices in implementing a CRM strategy.
  • Apply CRM for improving marketing, sales, customer service, and customer contact.
  • Use social CRM to drive collaboration among salespeople to increase their effectiveness.
  • Appreciate different approaches to CRM that are best suited to their organizations’ culture.

Course Outline

  • Defining CRM and its Importance to Companies
  • Customer Loyalty and Optimizing Customer Experience
  • The Life Time Value of a Customer
  • CRM Mistakes and Blind Spots
  • The Difficulties of CRM
  • Relationship and One-to-One Marketing
  • Cross Selling and Up-Selling
  • Customer Retention and Profitability
  • Customer and Business Value
  • Customer Relationship Management Training for Marketers
  • Sample of Software Applications in the Market
  • Call Center and Customer Care
  • Customer Satisfaction Measurement
  • Customer Service Checklist for Success
  • Customer Service Training
  • Tools and Applications for Customer Service
  • Activity, Contact and Lead Management
  • Knowledge Management
  • Business Training for Sales Force
  • Exposure to Applications for Sales Force Automation
  • Developing a CRM Strategy
  • CRM Business Plan
  • Cost Justifying CRM
  • Choosing CRM Tools and Suppliers
  • Customer Relationship Management Software
  • Implementation Checklist
  • CRM Roadblocks and Saboteurs
  • Looking toward the Future
  • CRM Training Program and Customer Loyalty
  • The New Rules of Marketing and PR
  • From Social Media to Social CRM