Managing Customer Relations

$79

The Global CRM training course provides the framework for relevant customer engagement through customer relationship management. It provides a strategic approach to customer engagement enabling you to build an integrated organization-wide management system which will improve your firm’s sales process, build customer loyalty, and significantly improve your bottom line.

Description

Managing customer relations has become a critical organizational competency. CRM is vital for customer retention, and E-CRM has become an essential tool in customer retention, and increasingly in customer acquisition. The Global Managing Customer Relations training course provides the framework for relevant customer engagement through customer relationship management. It provides a strategic approach to customer engagement enabling you to build an integrated organization-wide management system which will improve your firm’s sales process, build customer loyalty, and significantly improve your bottom line.

The course provides guidance on setting a vision and purpose for CRM, and tools and resources for the development of an organization wide CRM strategy this will also involve an analysis of the customer journey, and identification of the key customer touch points and strategies to optimize the customer experience. You will also learn how to review and evaluate your customer supply chain to identify opportunities for improvement in procurement, distribution, and logistics. In addition, you will learn how CRM can be applied in Marketing, Sales and Customer Support, and the range of technologies available for standalone CRM and fully integrated CRM systems. Finally, you will learn how to evaluate and select CRM systems for your organization, and how to plan for and implement a successful CRM project.

COURSE DETAILS
  • Suitable For: Middle and Senior Managers
  • Course Duration: 20 Hours
  • Access Duration: You will have access to your course for 90 days from date of purchase
  • Certification: Download your Certificate on completion
  • Additional Resources: Download Learners manual, additional articles and worksheets
COURSE CONTENTS

Lesson 1 – Getting Started

Video – How bad is bad customer service?

SECTION 1: CUSTOMER LOYALTY AND VALUE

Lesson  2 – The Importance of Customer Loyalty

Lesson 3 – Knowing your Customers

Lesson 4 – The Customer Oriented Business

Managing Customer Relations – Quiz 1

Lesson 5 – Understanding the Value Chain

Lesson 6 – Understanding the Supply Chain

Managing Customer Relations – Quiz 2

SECTION 2: CRM SYSTEMS AND PRACTICE

Lesson 7 – CRM and Marketing

Lesson 8 – CRM and Sales

Managing Customer Relations – Quiz 3

Lesson 9 – CRM and Customer Service 1

Video – What is CRM?

Lesson 10 – CRM and Customer Service 2

Video – Integrated CRM Software (Microsoft Dynamics)

Lesson 11 – Deploying a CRM System

Managing Customer Relations – Quiz 4

Lesson 12 – Wrapping-up

Managing Customer Relations – Course Evaluation

CERTIFICATION: DOWNLOAD YOUR CPD CERTIFICATE ON COMPLETION