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Customer Relationship Management
 About the Course:
This program equips you with the tools to select profitable customer portfolios. It also discusses the strategies for managing the Customer Life Cycle, from customer acquisition, customer retention to handling of service recovery and complaints. At the end of this program, you should be able to apply these tools and strategies to your CRM activities.
Key Benefits
- Understand the benefits of CRM and the activities that constitute a CRM system
- Use Customer Lifetime Value, BCG Matrix and the McKinsey/GE
- Customer Portfolio Matrix to select customer portfolios
- Plan relationship management strategies that balance revenue against costs of service
- Manage the activities of the Customer Life-Cycle, i.e. customer acquisition, retention & recovery
- Set-up performance indicators to measure the effectiveness of
- CRM activities at each stage of the Customer Life-Cycle
- Analyze the data to be collected to support CRM implementation evaluation
- Planning for a CRM evaluation system
Target Audience:
Managers who need to set-up and manage CRM systems in their companies, Executives who need to implement Customer Relationship Management activities & All Customer Service Personnel.
Course Duration:
16 hours
Course Content:
- What is CRM?
- The Ladder of Customer Relationships
- Components of a CRM System
- Segmenting the Market
- Customer Portfolio Selection
- Initiation Strategies for Customer Acquisition
- Customer Experience Mapping
- Customer Retention Strategies
- Service Recovery Strategies
- Complaints Management
- Setting up performance indicators to measure effectiveness of Customer Acquisition, Retention & Recovery
- Measuring Customer Satisfaction
- CRM Information System - Data Mining, Collection & Dissemination
Courseware Price:
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