Customer Relationship Management Online Program

Program Days:

December 4, 10, 12, 14, 16, 2020
1:30 PM to 5:30 PM (GMT+08) on all dates

Program Overview

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. 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.

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 Custormer 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.