
Customer Relationship Management
London, United Kingdom
DURATION
1 Weeks
LANGUAGES
English
PACE
Full time
APPLICATION DEADLINE
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EARLIEST START DATE
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TUITION FEES
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STUDY FORMAT
On-Campus
Key Summary
Introduction
This CRM training course is designed to provide you with a comprehensive set of skills and knowledge to get the most out of your CRM system.
The course will wrap with a summary of the key learning points, followed by an action planning exercise with a view to apply the acquired knowledge and skills immediately upon your return to work. Post-course support is also available in relation to the implementation of your action plan, up to six (6) months following course completion.
Agenda
Introduction to Customer Relationship Management
What is CRM?
Mastering relationships
The customer lifecycle โ customer acquisition
The customer lifecycle โ customer retention and development
Customer Relationship Management โ Implementation
Define a CRM strategy and philosophy
Ensure top management buy-in
Develop a change management plan
Smoothly roll out your CRM
Know your CRM critical success factors
The Customer Experience โ Managing Relationships
What is a relationship?
Relationship quality
Customer satisfaction, loyalty and business performance
Researching the satisfaction-pro๏ฌt chain
Relationship management theories
Customer Relationship Management โ Creating Value
Understanding value
Sources of customer value
Customization
Value from products, service, processes, people and from customer communication
Course Review
Summary and recap of key learning objectives
Action Planning
Target Audience
This CRM training course is suitable for:
- Directors of Sales and Marketing
- Sales and Marketing Managers, Executives, Practitioners and Staff.
- Senior and Mid-level Managers who are involved in CRM programmes and system implementations.
- Staff who wish to understand the CRM landscape.
- Managers looking to take customer-centred strategies to the next level.
Learning Outcomes
Upon completion of this course, you will be able to:
- Understand the role of CRM in organizations.
- Develop the skills to implement a CRM system.
- Appreciate the requirements for building excellent relationships with customers.
- Implement an Action Plan at your workplace using the knowledge and skills acquired through the course.
Program Admission Requirements
Show your commitment and readiness for Grad school by taking the GRE - the most broadly accepted exam for graduate programs internationally.