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London Business Training & Consulting Customer Relationship Management
London Business Training & Consulting

Customer Relationship Management

London, United Kingdom

1 Weeks

English

Full time

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On-Campus

Key Summary

    About: This Customer Relationship Management programme offers students a comprehensive understanding of customer engagement, data analytics, and strategic relationship management. It covers modern techniques and tools to enhance customer satisfaction and loyalty, preparing students to excel in dynamic business environments.
    Career Outcomes: Graduates can pursue various roles, such as Customer Relationship Manager, Data Analyst, Marketing Specialist, or Sales Manager. These positions focus on leveraging customer insights to drive business success and improve customer experiences.

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๏ฌt 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.
Read more on the institution's website

Program Admission Requirements

Show your commitment and readiness for Grad school by taking the GRE - the most broadly accepted exam for graduate programs internationally.

About the School

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