Corporate Training
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Customer Relationship Management
Course Objective
- Recognize why Customer Relationship Management (CRM) system is essential
- Know the best practices of CRM implementation
- Explain the value generated by using the customer relationship management tool
- Support teams and individuals to strategize and set key milestones for using the CRM
- Determine the benefits of using a CRM system
- Application of the CRM system
- Support the customer by using the CRM
- Apply the learnings to enhance customer service, sales and marketing
- Document the interactions with the customer to follow through
Course Outline
MODULE 1: Introduction
- What is a CRM?
- Know the pre – requisites
- Develop a learning path
MODULE 2: Build a road map
- Use the bridge model – create a destination
- Know your mistakes when using the CRM
- Why individuals find it hard to use the CRM?
- Know where you stand on that road?
MODULE 3: Importance of the CRM
- Why is it important to have the CRM?
- Optimize the customer relationship by using the CRM
- Benefits of the CRM
- Understand the best practices
MODULE 4: Strategy & Planning
- Develop an organization strategy for the CRM
- Look at the future when planning
- Planning of interactions with the customer
- Deal with the obstacles that come in the way
MODULE 5: Finalize the Tool
- Finalize the tool which fits the requirement of the organization basis the strategy
- Manage day to day requirements
- Organization Settings
- Data Security
- User Management
- Customization
MODULE 6: CRM used in Customer Service
- Effective use of the CRM when interacting with the customer
- Support the customer with the right knowledge
- Detailed Information
- Communication Channels
MODULE 7: CRM used in Sales & Marketing
- Automation
- Customer Relationship Activity and Connect
- Create a check list for business target success
- Be a champion – make the CRM work for you
MODULE 8: Follow Through
- Follow up is Critical
- Deal with the roadblocks and obstacles
- Create a plan for the next interaction and ways to connect
- Effective delegation to the system
Course Objective
- Recognize why Customer Relationship Management (CRM) system is essential
- Know the best practices of CRM implementation
- Explain the value generated by using the customer relationship management tool
- Support teams and individuals to strategize and set key milestones for using the CRM
- Determine the benefits of using a CRM system
- Application of the CRM system
- Support the customer by using the CRM
- Apply the learnings to enhance customer service, sales and marketing
- Document the interactions with the customer to follow through
Course Outline
MODULE 1: Introduction
- What is a CRM?
- Know the pre – requisites
- Develop a learning path
MODULE 2: Build a road map
- Use the bridge model – create a destination
- Know your mistakes when using the CRM
- Why individuals find it hard to use the CRM?
- Know where you stand on that road?
MODULE 3: Importance of the CRM
- Why is it important to have the CRM?
- Optimize the customer relationship by using the CRM
- Benefits of the CRM
- Understand the best practices
MODULE 4: Strategy & Planning
- Develop an organization strategy for the CRM
- Look at the future when planning
- Planning of interactions with the customer
- Deal with the obstacles that come in the way
MODULE 5: Finalize the Tool
- Finalize the tool which fits the requirement of the organization basis the strategy
- Manage day to day requirements
- Organization Settings
- Data Security
- User Management
- Customization
MODULE 6: CRM used in Customer Service
- Effective use of the CRM when interacting with the customer
- Support the customer with the right knowledge
- Detailed Information
- Communication Channels
MODULE 7: CRM used in Sales & Marketing
- Automation
- Customer Relationship Activity and Connect
- Create a check list for business target success
- Be a champion – make the CRM work for you
MODULE 8: Follow Through
- Follow up is Critical
- Deal with the roadblocks and obstacles
- Create a plan for the next interaction and ways to connect
- Effective delegation to the system