Customer Relationship Management (CRM)
Phil Helle, Dan Marino, Rebecca Krumm or Vicky Lynch
No element of business is more important to success than the relationship that you have with the customer. Customer Relationship Management (CRM) is not an IT solution that you purchase, it is a company-wide strategic and tactical plan to understand and respond to the marketplace needs relative to your services and products. This course will provide you the framework that will assist you in developing a comprehensive CRM strategic and tactical plan that will assure that every interaction with a customer has positive outcomes.
WHO SHOULD ATTEND
Marketing and Sales executives who are responsible for developing strategic customer plans. Customer Service Associates, Salespeople and Sales Representatives who are responsible for executing the tactical plan. All internal people who have customer interaction on a repetitive basis.
WHAT YOU WILL ACHIEVE
- An understanding of the importance of establishing a Strategic and Tactical Corporate Customer Relationship Plan
- The ability to begin to develop a CRM Model for your firm
- Skills that will enable you to discover the fundamental needs of the customer even when the customer is unable to clearly define them for you
- An appreciation of how to continually revisit and redefine customer requirements
- An understanding of Technology Enabled Relationship Management
- The ability to create an employee awareness of the value of sound customer relationships
WHAT YOU WILL LEARN
- Customer-centric Company Policies - all employees the in any way affect customer service adhere to practices that focus primarily on customers
- Development of a Desirable Customer Base - How to focus on the customers that are potentially more compatible for long-term partnership relationships
- Building a Customer Database - what you have to know about a customer, their habits, their other suppliers, their plans for growth, etc
- Developing New Customers - how to continuously generate new applications for your goods and services in new market channels and with new customers
- Creating Performance Indicators - to establish measurements that will enable you to evaluate if your CRM effort is producing the desired results
- Supporting the Sales Force - customers need a CRM process that provides them with the necessary information, tools and technology to provide the customer with response to their needs
- Customer Loyalty -how to identify actions that will acquire customer loyalty.