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SVA Course Curriculum - Customer Relationship Management (CRM)
Successful companies can trace their success to the relentless pursuit of Customer Relationship Management. They understand that CRM is a comprehensive set of processes and technologies for managing the relationships with potential and current customers and business partners across marketing, sales, and service regardless of the communication channel. Their goal is to optimize customer and partner satisfaction, revenue, and business efficiency by building the strongest possible relationships at an organizational level. This course is dynamic and interactive, it will provide your employees with the knowledge and motivation to successfully design and implement a Customer Relationship Management program that meets the needs of your company and delights your customer base.
Participants in this course will be challenged to learn the fundamentals of Customer Relationship Management, the detail processes of implementing CRM and the relationships of each department in the organization to the customer and their responsibility to assist in customer satisfaction. At the end of this course the participants will have the knowledge to develop comprehensive strategic and tactical CRM plans that will assist in new customer acquisition, existing customer retention, and the improvement in sales and profits.
This course is designed to concentrate on the external and internal issues surrounding CRM. We discuss the requirements for software and where software solutions make the most sense. We do not get into the details of any specific software solution or 3rd party software provider.
What You Will Achieve:
- An understanding of the requirements for establishing detailed strategic and tactical business plans that support the corporate Customer Relationship Management Plan.
- The knowledge on how to create a CRM model and business plan for your company.
- The skills that will enable you to develop individual customer needs analysis and the ability to use this information to manage and satisfy all of the customers requirements.
- The ability to cope with and manage the ever changing need of the customer.
- An understanding and appreciation of the technology and automation required to manage all critical customer information.
- The skills and approach to turn all employees into customer advocates and how they use these skills in relationship to each other and outward towards the customer.
What You Will Learn:
- Customer Focused Business Rules - All company employees who have and effect on the out come of a customer relationship should follow customer centric rules that focus on delighting the customer.
- Management and Control of a Profitable Customer Base - how to identify and focus on customers that are potentially more profitable and generate consistent revenue streams over a long-term relationship.
- How to Build a Solid Customer Base - the information required to manage all of your customers unique habits and traits, along with the information required to understand your competitions plans for growth.
- Acquiring New Customers - how to position your company for growth in your existing markets and to increase your worth and need in new market channels.
- Crating Key Performance Indicators - the establishment of a measurement program that will allow you to measure the success or need for improvement.
- Supporting the Needs of the Internal Customer - how to provide all internal customers with the information, processes, tools, and technology to support your customer base and meet their needs.
- Customer Advocates - how to identify customer advocates nurture this relationship and build upon the results.
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