- Experience with customer relations
Audience
- Managers
Customer Relationship Management, or CRM, is a strategy for managing an organisation's relationships and interactions with customers and potential customers. A CRM system helps companies stay connected to customers, streamline processes, and improve profitability.
When people talk about CRM, they are usually referring to a CRM system, a tool that is used for contact management, sales management, productivity, and more. The goal of a CRM system is simple: Improve business relationships.
This instructor-led, live training (online or onsite) is aimed at managers who wish to understand and understand and adopt Customer Relationship Management techniques to improve service delivery to customers.
By the end of this training, participants will be able to:
- Develop a competent understanding on the basic concept, use and impact of CRM in business, sales, human resource management and employee development.
- Recognize the importance of analytics to the delivery of services to all stakeholders.
- Apply the knowledge obtained to improve practice and service delivery.
- Create a practice that is respecting the principles of Customer Relationship Management.
Format of the Course
- Interactive lecture and discussion.
- Lots of exercises and practice.
- Hands-on implementation in a live-lab environment.
Course Customization Options
- To request a customized training for this course, please contact us to arrange.
Introduction
- What is CRM and what is its relevance to my duty? – 10 Minutes
- What is its impact to the business in terms of stakeholder management? – 10 Minutes
- Applications of CRM on the current set-up – 10 Minutes
Instructor Led Training
Video Showing
Role Playing of Coaching and Communication Techniques
Open Forum
Interactive Activities
Summary and Conclusion