Customer Relationship Management: CRM Strategic Roadmap #Meirc #Seminar #Dubai

English: Dubai Magyar: Dubaj
English: Dubai Magyar: Dubaj (Photo credit: Wikipedia)
Customer Relationship Management: CRM Strategic Roadmap
April 2014
Program Objectives:
By the end of the program, participants will be able to:
  • Articulate 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.
  • Appreciate different approaches to CRM that are best suited to their organizations’ culture.
This program is designed for:
Relationship managers, marketing managers, sales and customer care managers and supervisors, and senior sales and customer service staff.
Definitions of CRM
  • Defining CRM and its Importance to Companies
  • Customer Loyalty and Optimizing Customer Experience
  • The Life Time Value of a Customer
  • CRM Mistakes and Blind Spots
  • The Difficulties of CRM
CRM in Marketing
CRM and Customer Service
Sales Force Automation
  • Activity, Contact and Lead Management
  • Knowledge Management
  • Business Training for Sales Force
  • Exposure to Applications for Sales Force Automation
Planning CRM Programs
  • Developing a CRM Strategy
  • CRM Business Plan
  • Cost Justifying CRM
  • Choosing CRM Tools and Suppliers
  • Customer Relationship Management Software
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
  • From Social Media to Social CRM

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