Solomon People Solutions

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

Effective customer relationship management skills drive all successful organizations. In this training program you will learn key customer relationship management skills that you can adopt in your organization to deliver endless results.

Description

When you have completed this training program you will be able to define the key concepts associated with customer relationship management and you will be able to: 

  • Understand the importance of customer relationships
  • Identify the components of CRM
  • Describe the factors that can cause CRM to fail
  • Understand the different ways that you as an employee can affect CRM
  • Use the material presented to develop a customer-centered approach to your role
  • Identify types of customer and recognize their potential impact on the business of your organization
Who Should Attend this program?

Our target audience are executives who need to use and/or understand the importance of CRM and it supports in keeping customers for life through systems and processes in an organization.

Program Outline

Introduction to Customer Relationship Management 

  • What is Customer Relationship Management?
  • Evolution of CRM and Classifications
  • The Value Pyramid
  • Customer Interaction Cycle
  • Customer Profiling and Total Customer Experience
  • Goals of a CRM Strategy and Obstacles
  • CRM Solutions Map
  • Customer Centric Enterprise (CCE)
  • Discussing People, Processes and Technology
  • CRM in Various Industries
  • Misconceptions about CRM

Managing Processes in CRM 

  • Different Processes and Information Flow
  • Customer Lifecycle Management (CLM)
  • Customer Lifetime Value (CLV)
  • Contact Management
  • Activity Management
  • Issue Management
  • Workflow Management
  • Sales Force Automation (SFA)
  • Opportunity Management
  • Marketing Automation
  • Collaboration Processes
  • Enterprise Portals and Dashboards

Analytics in CRM 

  • An Introduction to Analytics
  • Pattern Based Strategy
  • Analytics Techniques and Methods
  • CRM Intelligence Management Cycle
  • CRM Data Warehouse
  • Customer Centric Data Mining
  • Measuring Profitability

Implementing CRM in an Enterprise 

  • Defining the CRM Vision
  • Factors Affecting CRM Implementation
  • CRM Implementation Challenges
  • Phases of CRM Implementation
  • CRM Implementation Pitfalls
  • CRM Performance Measurement

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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.