Customer Relationship Management: CRM Strategic Roadmap, Sales and Marketing, Sales Training, Executive Training Dubai

Analytické CRMImage via WikipediaCustomer Relationship Management: CRM Strategic Roadmap, Sales and Marketing, Sales Training, Executive Training Dubai
Sep 25 2011 - Sep 29 2011 Dubai JW Marriott Hotel
Program Objectives:
By the end of the program, participants will be able to:
  • Understand why Customer Relationship Management (CRM) is essential for attracting, retaining and growing loyal customers.
  • Determine the uses and objectives of a CRM system.
  • Recognize best practices in implementing a CRM strategy.
  • Apply CRM for improving marketing, sales, customer service, and customer contact.
  • Use Social CRM to drive collaboration among salespeople to increase their effectiveness.
This Program is designed for:
Relationship managers, marketing managers, sales and customer care managers and supervisors, and senior sales and customer service staff. This program is worth 25 NASBA CPEs.
Program Outline:
Definitions
  • Defining CRM
  • Importance of CRM to Companies
  • Customer Loyalty and Optimizing Customer Experience
  • CRM and Business Intelligence
  • CRM Mistakes
  • Why CRM is Hard?
  • Where Does CRM Fit?
CRM in Marketing
  • Relationship and One-to-One Marketing
  • Cross Selling and Up-Selling
  • Customer Retention
  • Customer Profitability and Value Modeling
  • Customer and Business Value
  • Customer Relationship Management Training for Marketers
CRM and Customer Service
  • Call Center and Customer Care
  • Customer Satisfaction Measurement
  • Customer Service Checklist for Success
  • Customer Service Training

Sales Force Automation
Planning CRM Programs
  • Developing a CRM Strategy
  • CRM Business Plan
  • Cost Justifying CRM
  • Choosing CRM Tools and Suppliers
  • Customer Relationship Management Softwares
Managing a CRM Project
  • Implementation Checklist
  • CRM Roadblocks and Saboteurs
  • Looking toward the Future
  • CRM Training Program and Customer Loyalty
  • The New Rules of Marketing and PR
  • Social CRM
Pre-requisites
None

Delivery Type
Group-Live
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