By the end of this certification training course, participants will learn to: 

• Articulate why Customer Relationship Management (CRM) is essential for attracting, retaining and growing loyal
• customers.
• Determine the uses and objectives of a CRM system.
• Recognize best practices in implementing a CRM strategy.
• Apply CRM for improving marketing, sales, customer service, and customer contact.
• Use Social CRM to drive collaboration among salespeople to increase their effectiveness.
• Appreciate different approaches to CRM that are best suited to their organizations’ culture.

Definitions of CRM

• Defining CRM and its Importance to Companies
• Customer Loyalty and Optimizing Customer Experience
• The Life Time Value of a Customer

CRM Mistakes and Blind Spots

• The Difficulties of CRM
• CRM in Marketing
• Relationship and One-to-One Marketing
• Cross Selling and Up-Selling
• Customer Retention and Profitability
• Customer and Business Value
• Customer Relationship Management Training for Marketers
• Sample of Software Applications in the Market

CRM and Customer Service

• Call Center and Customer Care
• Customer Satisfaction Measurement
• Customer Service Checklist for Success
• Customer Service Training
• Tools and Applications for Customer Service

Sales Force Automation

• Activity, Contact and Lead Management
• Knowledge Management
• Business Training for Sales Force
• Exposure to Applications for Sales Force Automation

Planning CRM Programs

• Developing a CRM Strategy
• CRM Business Plan
• Cost Justifying CRM
• Choosing CRM Tools and Suppliers
• Customer Relationship Management Software

Managing a CRM Project

• Implementation Checklist
• CRM Roadblocks and Saboteurs
• Looking toward the Future
• CRM Training Program and Customer Loyalty
• The New Rules of Marketing and PR
• From Social Media to Social CRM

This workshop is designed especially for supervisors, and managers responsible for applying CRM and wish to explore CRM methods and applications.