An Introduction to Customer Relationship Management

An Intro­duc­tion to Cus­tomer Rela­tion­ship Management

As with many sig­nif­i­cant under­tak­ings, under­go­ing a CRM review (even sim­ply con­sid­er­ing its imple­men­ta­tion) requires learn­ers to ana­lyze tech­ni­cal and com­pli­cated sys­tems. This one-​day work­shop sorts through a myr­iad of infor­ma­tion and brings you the basics you need to make a deci­sion about the need for CRM, its ben­e­fits, and how to coor­di­nate the base require­ments for a CRM undertaking.

How You Will Benefit:

  • Develop an under­stand­ing of the terms and ben­e­fits of CRM on a company’s bot­tom line
  • Ana­lyze the dif­fer­ent com­po­nents of a CRM plan
  • Develop a check­list for readi­ness and suc­cess in CRM
  • Develop an under­stand­ing of how CRM cre­ates value for orga­ni­za­tions and customers
  • Con­sider devel­op­men­tal roles that have the great­est impact on CRM

What You Will Cover:

  • What CRM is and who it serves
  • Check­list for success
  • Require­ment dri­ven prod­uct selection
  • Con­sid­er­a­tions in tool selection
  • Strate­gies for cus­tomer retention
  • Build­ing the future
  • Home­grown vs. the appli­ca­tion ser­vice provider
  • The devel­op­ment team
  • Eval­u­at­ing and review­ing your program

Intro­duc­tion and Course Overview
You will spend the first part of the day get­ting to know par­tic­i­pants and dis­cussing what will take place dur­ing the work­shop. Stu­dents will also have an oppor­tu­nity to iden­tify their per­sonal learn­ing objectives.

Cus­tomer Rela­tion­ship Man­age­ment
To begin, par­tic­i­pants will look at what CRM pro­grams they are involved in and how these pro­grams have affected their lives. Par­tic­i­pants will also explore the mean­ing of CRM and its poten­tial value.

What CRM Is and Who It Serves
Next, par­tic­i­pants will look at dif­fer­ent types of CRM pro­grams and the needs they can serve.

Check­list for Suc­cess
This ses­sion will explore eval­u­a­tion met­rics and pri­vacy issues.

Require­ment Dri­ven Prod­uct Selec­tion
Dur­ing this ses­sion, par­tic­i­pants will look at the Require­ment Dri­ven Prod­uct Selec­tion process. This process requires defin­ing the busi­ness need (or pain or prob­lem, depend­ing on the issue), decid­ing which func­tions are needed to meet the require­ments, and then defin­ing the prod­ucts that sup­port the selection.

Con­sid­er­a­tions in Tool Selec­tion
This ses­sion will look at ways to nar­row the scope of your field and to get the right peo­ple to move your CRM pro­gram along.

Strate­gies for Cus­tomer Reten­tion
Next, par­tic­i­pants will explore ways to retain cus­tomers through a large group discussion.

Build­ing the Future
Dur­ing this ses­sion, par­tic­i­pants will explore the four pil­lars of CRM and how they can use them to help oth­ers embrace the CRM plan.

Home­grown vs. the Appli­ca­tion Ser­vice Provider
Par­tic­i­pants will look at the advan­tages and dis­ad­van­tages of devel­op­ing a pro­gram in-​house ver­sus using an Appli­ca­tion Ser­vice Provider.

The Devel­op­ment Team
This ses­sion will give par­tic­i­pants the frame­work for build­ing a stel­lar CRM team.

Eval­u­at­ing and Review­ing Your Pro­gram
To con­clude the day, par­tic­i­pants will look at some eval­u­a­tion tools, includ­ing cus­tomer pro­files and life cycles.

Work­shop Wrap-​Up
At the end of the day, stu­dents will have an oppor­tu­nity to ask ques­tions and fill out an action plan.

Short Descrip­tion

As with many sig­nif­i­cant under­tak­ings, under­go­ing a CRM review (even sim­ply con­sid­er­ing its imple­men­ta­tion) requires learn­ers to ana­lyze tech­ni­cal and com­pli­cated systems.

Course Info

Two Days — 16 hr :

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Cell: +07495497301

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Cell: 01001531899 | 01017080808

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