CRM Fundamentals
Description

Customer Relationship Management (CRM) is a multi-faceted approach to improving one's business through the successful acquisition and retention of a select customer base.
CRM is an integrated information system that is used to plan, schedule, monitor and control the pre-sales and post-sales activities in an enterprise or organization. This course is a vehicle to make the most of CRM techniques for enhancing customer service, sales force effectiveness and marketing strategy.
Customer Relationship Management (CRM) Fundamentals introduces the attendees to the benefits of creating customer loyalty, developing a market intelligence and pro-active enterprise, and incorporating customer relationship management into your organization. It includes CRM methodologies, strategies, software, and web-based capabilities that help an enterprise organize marketing, sales, services and manage customer relationships.

Course Objectives

After completing this course, students will be able to:

Ø Understand Marketing, sales and customer service processes

Ø Identify the steps for creating loyal customers

Ø Identify the goals of a market intelligence enterprise

Ø Understand CRM buzzwords

Ø Understand the basics of CRM process

Ø The various roles CRM plays in business, and why it's more important than ever

Ø Understand customer service excellence and how to win and keep customers

Ø Understand the differences between analytical CRM and general CRM

Ø CRM products and services



Prerequesite
None
Who Should Attend

Presenting a comprehensive framework for CRM, this course provides CEOs, CFOs, CIOs, CMOs, privacy officers, human resources managers, marketing executives, sales teams, distribution managers, professors, and students with a logical overview of the background, the methodology, and the particulars of managing customer relationships for competitive advantage.

Type
On-site & Public
Duration
2 days