Effective Customer Relationship
Date: 19-22 May 2020
Venue: HB Connect Conference Center
Location: Sandton Johannesburg South Africa
Register Now! Limited Seats Available!
R 15,999.00 per Delegate
Managing relationships with customers have become a critical organizational competency. Get winning strategies for acquiring and retaining customers by leveraging the latest advanced technologies. This course will teach you how to select the right tools for your business–so it can grow today–and on into the future. Lagging means lost customers, which means damage to the bottom line. But how do you not lag when customers are moving lightning fast to demand constant changes in the speed to complete their transactions? How do you keep your customers when they move to another company is nothing more than a mouse click and a minute away?
CRM is the answer. Customer Relationship Management, a strategy that leverages very advanced technologies is the way to cut to the 21st Century business chase.
This course will help you teach participants how to:
- Develop an understanding of the terms and benefits of CRM on a company’s bottom line.
- Analyze the different components of a CRM plan.
- Develop their checklist for readiness and success in CRM.
- Identify how CRM creates value for organizations and customers.
- Identify developmental roles that have the greatest impact on CRM.
- Relationship managers,
- marketing managers,
- Sales and customer care Managers
- Supervisors, and Senior Sales and Customer Service staff.
- 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
- A Brief History of Business Data
- The Functions of CRM
- Collecting, Organizing and Interpreting the Data
- Objectives and Benefits Sought
- Sources of Data
- The Building Blocks
- Levels of CRM Applications
- The Importance of Data Mining
Introduction to CRM
- Basic Template Architecture
- Capturing Customer Data
- Use of Simple Reports
- Most Common CRM Applications
- For the Salesforce, Customer Service and Marketing
The Power of CRM
Uncovering Hidden Patterns
- Clustering, Association, Regression, Prediction and Classification
Maximizing Customer Lifetime Value (CLV)
- Economics of Customer Retention
- The Five Key Drivers of Customer Value
- Customer Lifetime Value
The Recency, Frequency and Monitory Value (RFM) Method
- Recency, Frequency and Monitory Value Coding
- Putting it All Together
Customer Value Metric
- Size of Wallet and Share of Wallet
- Targeting New Customers: Acquisition Strategies
- Targeting Existing Customers: Retention Strategies, Up-Selling and Cross-Selling
Customer Classification and Segmentation
- Demographic Information, RFM and Other Metrics
- Customer Profiling and Modeling
Planning the Implementation - Choosing a CRM Solution
- Objectives and Benefits Sought “Out of the Box” Functionality
- Customization and Flexibility
- Integration with Current Systems
- Global Perspective
- Price Considerations
Challenges and Lessons Learned
Benefits and the Thrill of Success
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
Whilst BMK Training has core courses which we offer on an international basis to both companies and individuals, we also recognise that from time to time, your company may have specific training requirements that cannot be satisfied in a public training environment.
We can bring our Training/workshops directly to your workplace or we will customize training to meet your specific needs ensuring effectiveness in achieving real performance improvement.
If you have 8 or more delegates then, in house training can be of a greater advantage for your organization.
Advantages of in-house training include:
- Cost savings up to 50% of the training expenses with more effective group training.
- Training is confidential, allowing teams to discuss and work on real issues as trainers will usually sign confidentiality agreements.
- In-house training encourages team building and better understanding of one another
- Training is fully-customized for any team, department, or organization