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.
- 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
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