Course description
Customer Relationship Management
This CRM training course is designed to provide you with a comprehensive set of skills and knowledge to get the most out of your CRM system.
The course will wrap with a summary of the key learning points, followed by an action planning exercise with a view to apply the acquired knowledge and skills immediately upon your return to work. Post-course support is also available in relation to the implementation of your action plan, up to six (6) months following course completion.
Upcoming start dates
Suitability - Who should attend?
Target Audience
This CRM training course is suitable for:
- Directors of Sales and Marketing
- Sales and Marketing Managers, Executives, Practitioners and Staff.
- Senior and Mid-level Managers who are involved in CRM programmes and system implementations.
- Staff who wish to understand the CRM landscape.
- Managers looking to take customer-centred strategies to the next level.
Outcome / Qualification etc.
Learning Outcomes
Upon completion of this course, you will be able to:
- Understand the role of CRM in organizations.
- Develop the skills to implement a CRM system.
- Appreciate the requirements for building excellent relationships with customers.
- Implement an Action Plan at your workplace using the knowledge and skills acquired through the course.
Training Course Content
Introduction to Customer Relationship Management
- What is CRM?
- Mastering relationships
- The customer lifecycle – customer acquisition
- The customer lifecycle – customer retention and development
Customer Relationship Management – Implementation
- Define a CRM strategy and philosophy
- Ensure top management buy-in
- Develop a change management plan
- Smoothly roll out your CRM
- Know your CRM critical success factors
The Customer Experience – Managing Relationships
- What is a relationship?
- Relationship quality
- Customer satisfaction, loyalty and business performance
- Researching the satisfaction-profit chain
- Relationship management theories
Customer Relationship Management – Creating Value
- Understanding value
- Sources of customer value
- Customization
- Value from products, service, processes, people and from customer communication
Course Review
- Summary and recap of key learning objectives
- Action Planning
Why choose London Business Training & Consulting
Management consultation service
Paperless service delivery model
Flexible open course schedule
Expenses
Course Price: £3415.00 + VAT
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Reviews
Average rating 5
I want to thank the LBTC and Leo for the very valuable training. I really enjoyed it, and appreciated that you made it fun! I feel much better prepared to deal with uncomfortab...
I think overall you are doing well.
London Business Training & Consulting
London Business Training & Consulting (LBTC) is the UK’s premier business and management training and consultancy service provider. LBTC offers 600 management training courses in sixteen (16) subject categories of durations ranging from 1 day to 11 weeks. This includes 90-minute interactive live...