Customer Relationship Management Training

Customer Relationship Management Training

Customer Relationship Management training from SPS helps you to fullfill the goal on improving customer service relationships and assist in customer retention and drive sales growth

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Medium of Instruction: English
Duration of the program: 16 hours

Program Overview

This CRM training program is intended to provide participants with the skills and information needed to effectively manage customer relationships and use CRM systems to increase customer satisfaction and loyalty. Over the course of two days, participants will receive hands-on experience with CRM technologies, study best practices for customer relationship management, and understand how to use these concepts to generate company success. 

Learning Objectives

  • Learn the principles of CRM and its usefulness in business.  
  • Use CRM software solutions to manage customer data and interactions.  
  • Create strategies for efficient consumer segmentation and targeting.  
  • Implement ways to increase client engagement and retention.  
  • Analyze consumer data to make educated decisions and strategies.  
  • Address and overcome typical CRM difficulties and obstacles. 

Target Audience

  • Sales and Marketing Professionals: Those looking to enhance their skills in managing customer relationships and utilizing CRM tools. 
  • Customer Service Representatives: Individuals responsible for direct interactions with customers. 
  • Business Managers: Managers seeking to implement or improve CRM strategies within their teams. 
  • IT Professionals: Those involved in the implementation or maintenance of CRM systems. 
  • Entrepreneurs and Small Business Owners: Individuals aiming to improve customer management practices to grow their business. 

Program Outline

1.Introduction to CRM 

  • Definition and Purpose of CRM 
  • Importance of CRM in Modern Business 
  • Overview of CRM Systems 

2. Understanding Customer Relationships 

  • The Customer Lifecycle 
  • Types of Customer Relationships 
  • Key Principles of Customer Relationship Management 

3. CRM Strategy Development 

  • Setting CRM Objectives 
  • Identifying Target Customers 
  • Developing Customer Profiles and Segmentation 
  • Aligning CRM with Business Goals 

4. Components of a CRM System 

  • Contact Management 
  • Sales Management 
  • Marketing Automation 
  • Customer Service and Support 
  • Analytics and Reporting 

5. Implementing a CRM System 

  • Choosing the Right CRM Software 
  • Data Migration and Integration 
  • User Training and Adoption 
  • Best Practices for Implementation 

6. CRM Best Practices 

  • Personalizing Customer Interactions 
  • Maintaining Data Quality 
  • Utilizing CRM Analytics 
  • Enhancing Customer Experience 
  • Leveraging Feedback for Improvement 

7. Sales and Marketing Integration 

  • Aligning Sales and Marketing Efforts 
  • Lead Management and Conversion 
  • Campaign Management 
  • Measuring ROI 

8. Customer Service and Support 

  • Managing Customer Inquiries and Complaints 
  • Providing Multichannel Support 
  • Building Customer Loyalty 
  • Case Studies and Examples 

9. Data Management and Security 

  • Importance of Data Security 
  • CRM Data Privacy and Compliance 
  • Strategies for Data Protection 

10. Analyzing CRM Data 

  • Key CRM Metrics and KPIs 
  • Generating Reports and Dashboards 
  • Using Insights for Decision Making 

11. Future Trends in CRM 

  • Emerging Technologies in CRM 
  • Artificial Intelligence and Machine Learning in CRM 
  • The Future of Customer Engagement 

12. Review and Q&A 

  • Recap of Key Concepts 
  • Open Floor for Questions and Discussion 
  • Resources for Further Learning 

Program Benefits

How you benefit attending this program?

  • Develop practical abilities in CRM technologies and approaches that may be used to real-world business circumstances.  
  • Enhanced Knowledge: Learn CRM concepts and methods that may be implemented in a variety of businesses.  
  • Improved CRM abilities can lead to professional advancement and new chances in customer-facing professions.  
  • Networking is an opportunity to engage with other professionals and discuss best practices.  
  • Problem-solving Skills: Create solutions to address typical CRM difficulties and improve customer interactions. 

How your company benefits by sponsoring you to this program?
By sponsoring you to this program, your organization will be able to:

  • Improved client Satisfaction: Better management of client contacts results in better service and higher customer satisfaction.  
  • Increased Efficiency: Streamlined CRM operations can boost productivity while reducing manual burden.  
  • Data-Driven Decisions: Use consumer data to make more informed decisions and prepare strategically.  
  • Improved client Retention: Effective CRM practices aid in client retention and long-term relationship development.  
  • Competitive Advantage: Improved customer connection tactics may set the firm apart from rivals. 

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    Here is what some of the previous participants of this program had to say:

    “We learnt a lot of new techniques which will help us to implement in our organisation”

    “It was brought across to us in a such a way that we have go back and implement”

    Beginning of the program:

    Each participant has to fill in a pre-training need form to ascertain their expectations that can be catered to by the facilitator.

    At the end  of the program

    Each participant has to submit a Post Training Action plan for implementation and to ascertain the Return on Investment.