Training Objectives:
- Develop an understanding of the terms and conditions of CRM on a company’s bottom line
- Discuss the importance of relevance, credibility, respect and value in the relationship
management process - Analyze the different components of a CRM plan
- Articulate their CRM goals
- Significance of a CRM process
- Implementation of CRM processes in a specific industry
- Sales through building relations
- Difference between Customer Relationship Management & Enterprise Resource Planning
- Importance of Customer Satisfaction Strategies and Measurement
- Importance of Customer Retention Strategies and Measurement
Course Content:
- Introduction to CRM, benefits and components of CRM
- CRM Process and its functions
- Types of CRM
- CRM Implementation (generic industry)
- Case Study on CRM Implementation
- Differences between Enterprise Resource Planning & Customer Relationship Management
- Sales through building Relationships (using FORD framework)
- 4C’s CRM model
- Sales Process
- Customer Satisfaction Strategies and its effectiveness
- Customer Retention Strategies and its effectiveness
- Relevant Case Studies highlighting the importance of CRM
Target Audience:
- MBA Students
- Business Professionals
- Corporate Managers
- Freelancer Trainers
- Educators
Training Methodologies:
- Power-Point Presentation
- Leading Corporate Case Studies/Real Life Anecdotes
- Storytelling
Duration of the course – 337 minutes
Language of Delivery – English and Hindi
Evaluation of Training – Quiz ( Passing grade: 60%)
1
Lesson 1.1
2
Lesson 1.2
3
Lesson 1.3
4
Lesson 1.4
5
Lesson 2.1
6
Lesson 2.2
7
Lesson 3.1
8
Lesson 3.2
9
Lesson 4.1
10
Lesson 4.2
11
Lesson 4.3
12
Lesson 5.1
13
Lesson 5.2
14
Lesson 5.3
15
Lesson 6.1
16
Lesson 6.2
17
Lesson 7.1
18
Lesson 7.2
19
Lesson 7.3
20
Lesson 7.4
21
FINAL QUIZ
Customer relationship management technology allows you to develop and nurture meaningful
customer relationships. This tool streamlines the way you track and utilize customer information. It
serves as the source of truth for your business, capturing all interactions across sales, support and
marketing. The three strong pillars of a business which is sales, marketing and service gets into
complete action and performs the vital functions related to customer service.
It covers how you deal with lead nurturing to analytics to sales forecasting and finally performance
metrics
Benefits are
1. Set goals and track the progress
2. Target the accurate customer base, customizing customer interaction
3. Drive business growth
4. Improve Profitability
5. Ensuring complete satisfaction of the customers
1. Introduction to CRM, benefits and components of CRM
2. CRM Process and its functions
3. Types of CRM
4. CRM Implementation (generic industry)
5. Case Study on CRM Implementation
6. Differences between Enterprise Resource Planning & Customer Relationship Management
7. Sales through building Relationships (using FORD framework)
8. 4C’s CRM model
9. Sales Process
10. Customer Satisfaction Strategies and its effectiveness
11. Customer Retention Strategies and its effectiveness
12. Relevant Case Studies highlighting the importance of CRM
The course content is divided into 7 sections which covers all the integral and advanced stages of
CRM and it is of 337 minutes .
Anybody who needs a corporate exposure, professionals, sales and business people, students who
needs to have a profound understanding of customer relationship management, from basic to
advanced level with all the significant aspects of CRM being covered. With elaborate explanations,
storytelling, leading corporate anecdotes, situation analysis, real time experiences the course is a
cakewalk to understand and execute in your environment.
1. With every topic lot of relatable real life experiences are added which enhances the concept.
2. Go through the case studies with utmost dedication as they are thoroughly insightful
3. A Final Quiz will mark
you and Passing the quiz by 60% will make you qualified for the certificate
Be the first to add a review.
Please, login to leave a review
Related Courses
New
Business
Training Objective: How should companies organize and design themselves into separate units so that they are most effective? The Learning Objecti...
Free
Business
Training Objective: To get acquainted with: How new products are launched. The challenges in managing product lifecycle. Implications of product li...
Free
New
Business
Training Objective: To get acquainted with: Differentiating factors of services and goods Factors determining service quality and its measuring ins...
Free