Customer Relationship Management: CRM Strategic Roadmap
By the end of the program, participants will be able to:
Understand 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.
This Program is designed for:
Relationship managers, marketing managers, sales and customer care managers and supervisors, and
senior sales and customer service staff.
| Definitions |
Sales Force Automation |
Defining CRM
Importance of CRM to Companies
Customer Loyalty and Optimizing Customer
Experience
CRM and Business Intelligence
CRM Mistakes
Why CRM is Hard?
Where Does CRM Fit? |
Activity, Contact and Lead Management
Knowledge Management
Business Training for Salesforce |
| Planning CRM Programs |
Developing a CRM Strategy
CRM Business Plan
Cost Justifying CRM
Choosing CRM Tools and Suppliers
Customer Relationship Management
Soft wares
|
| CRM in Marketing |
Managing a CRM Project |
Relationship and One-to-One Marketing
Cross Selling and Up-Selling
Customer Retention
Customer Profitability and Value Modeling
Customer and Business Value
Customer Relationship Management Training
for Marketers
|
Implementation Checklist
CRM Roadblocks and Saboteurs
Looking toward the Future
CRM Training Program and Customer
Loyalty
The New Rules of Marketing and PR
Social CRM
|
| CRM and Customer Service |
|
Call Center and Customer Care
Customer Satisfaction Measurement
Customer Service Checklist for Success
Customer Service Training
|
