Customer Relationship Management

In this era of hyper-competition, customer relationships are critical for the success of a business. Effective customer management helps to maintain a high touch in this high-tech environment. Customer Relationship Management (CRM) is the process of building and maintaining profitable customer relationships by delivering superior value and higher satisfaction to the customer.

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Program Overview

CRM acts as a source of competitive advantage and can also be a good brand differentiator in the crowded marketplace. By focusing on process, strategy, and technology, this course examines CRM as a strategic process that will help the participants to develop and nurture customer relationships through a deepened understanding of the concepts and best practices of CRM. The participants will learn to create effective customer management and loyalty programs in different industries.

Details

Program Objectives:

At the end of the course, participants will be able to:

Understand the importance of customer experience
Emphasize on the importance of acquiring customers and retaining them for a lifetime
Construct an effective CRM program
Exhibit good knowledge of CRM strategies and marketing tools

What You Will Learn:

Importance of CRM
Importance of customers
Customer Acquisition
Customer expectations and perceptions
Customer Satisfaction and Retention
Relationship Marketing
Key Account Management
Relationship Scorecard
Customer’s Lifetime Value and Customer Loyalty
CRM Implementation
Brand differentiation and positioning through CRM
Right Message-Right Customer

Key Benefits:

Understand the key elements of implementation of customer centric CRM strategy
Importance of CRM, CRM as a Business Strategy, Reasons for failure of CRM
Why Customers matter? Customer Development Process, Customer Pyramids, Customer Alchemy
Understand the importance of acquiring customers and retaining them for a lifetime
Understanding customer expectations and perceptions to deliver superior value to the customers
Understand the importance of customer satisfaction and retention to increase sales revenue and profitability
Understanding relationships, importance of relationship marketing and transformation of relationships
Calculating the Customer Lifetime Value
Importance of customer loyalty, development of customer loyalty and wheel of customer loyalty
Understand Sales force Automation Implementation of CRM solutions
Building brand through superior customer service, word-of-mouth marketing, brand differentiation, and positioning through CRM
Understanding Your Personality, Understanding the Personality of customers, Build Relations by matching the personality

Who Should Attend:

The program is intended for sales and marketing professionals, managers in financial services, hospitality, retailing, telecommunications, and IT services, and CEOs of small and medium enterprises.

Program Days:
To be announced

Program Format:
Delivered online via live virtual interactive sessions in Zoom

Program Fee:
PHP: 25,990.00
USD: 467.53*

*The prevailing exchange rate at the date of payment may apply

Let us know if you are interested in our limited-time offer rates or in discussing payment terms.