Customer Relationships Marketing (CRM)

Get it right and it can make you millions - get it wrong and it can close you down. Which way do you want to go?

A well defined customer relationship management strategy can deliver outstanding business improvements in profitability, revenue growth and business sustainability. This workshop will give you all of the tools, tips and techniques to be successful.

Overview:

A well defined customer relationship management strategy can deliver outstanding business improvements in profitability, revenue growth and business sustainability.

This workshop will give you all of the tools, tips and techniques to be successful.

Suitable for:

Anyone who has to regularly maintain customer relationships.

The programme topic are:

• What is CRM? – an overview of CRM, what it delivers, what
  knowledge it provides, what benefits it brings
• Drivers for CRM – looks at the main issues affecting
  customer relationships, provides a checklist of questions to
  address
• The CRM Framework – understanding your customers, their
  needs and relative values, is central to implementing a CRM
  strategy, as is the need to align business processes,
  technology and marketing initiatives
• Differing CRM themes and starting points – highlights the
  differences and reveals the common ground between
  business to business (B2B) CRM and business to consumer
  (B2C) CRM
• Planning a CRM programme: a step-by-step guide through
  the 5 key stages of CRM planning: auditing, valuing
  customers, establishing a vision, scoping CRM and
  developing a business case
• Implementing a CRM programme – describes the different
  elements of the CRM programme plan and the roles of the
  team and programme manager who will implement it. Lists
  the critical success factors and provides a useful checklist
• Summary & action plans agreed

"The overall course was very useful – very well planned and I was kept very interested."

Customer Services Manager – Healthcare Company