Corporate Leaders, Customer service managers who want to understand how to gather more information about their customers to build strong customer relations.
This training is designed by experts to boost leadership skills. It has been trained and updated since 2010.
Take full advantage of the combination of this live training and the eTraining access offered afterward. An exclusive offer in the Kenyan market.
Do not just wait to gain experience through time and hardship. This training will allow you to boost your leadership skills NOW and gain a life time experience in just few days.
This one-day course will introduce the different facets of Customer Relationship Management (CRM) to participants.
It will also help participants to identify who their customers really are, analyse the key components of CRM, and understand how it integrates within an organization.
As with many significant undertakings, undergoing a CRM review (even simply considering its implementation) requires learners to analyze technical and complicated systems.
This course sorts through a myriad of information and brings you the basics you need to make a decision about the need for CRM, its benefits, and how to coordinate the base requirements for a CRM undertaking.
This course will teach you how to make a decision about the need for CRM, the benefits of CRM, and how to coordinate the base requirements for a CRM undertaking.
The terms and benefits of CRM on a company’s bottom line.
Analyse the different components of a CRM plan.
Develop a checklist for readiness and success in CRM.
Describe how CRM creates value for organizations and customers.
Consider developmental roles that have the greatest impact on CRM.
What CRM is and who it serves
Checklist for success
Requirement driven product selection
Considerations in tool selection
Strategies for customer retention
Kouzes and Posner’s five leadership practices
Building the future
Homegrown vs. application service provider
The development team
Evaluating and reviewing your program
In this 1 day training, participant will have the chance to engage with a professional qualified trainer and coach and participate in numerous exercises and live quizzes to acquire the skills, theories, methods in this training.
1 day. On Demand
What’s Included:
Related Training:
Course Overview
The first part of the day is about getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.
Customer Relationship Management
To begin, participants will look at what CRM programs they are involved in and how these programs have affected their lives. Participants will also explore the meaning of CRM and its potential value.
What CRM Is and Who It Serves
Next, participants will look at different types of CRM programs and the needs they can serve.
Checklist for Success
This session will explore evaluation metrics and privacy issues.
Requirement Driven Product Selection
During this session, participants will look at the Requirement Driven Product Selection process. This process requires defining the business need (or pain or problem, depending on the issue), deciding which functions are needed to meet the requirements, and then defining the products that support the selection.
Considerations in Tool Selection
This session will look at ways to narrow the scope of your field and to get the right people to move your CRM program along.
Strategies for Customer Retention
Next, participants will explore ways to retain customers through a large group discussion.
Building the Future
During this session, participants will explore the four pillars of CRM and how they can use them to help others embrace the CRM plan.
Homegrown vs. Application Service Provider
Participants will look at the advantages and disadvantages of developing a program in-house versus using an Application Service Provider.
The Development Team
This session will give participants the framework for building a stellar CRM team.
Evaluating and Reviewing Your Program
To conclude the day, participants will look at some evaluation tools, including customer profiles and life cycles.
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