• 08096304721
    08096414270

  • 12a, Mabinuori Dawudu Street,
    By Charly Boy Bus stop, Gbagada, Lagos

  • training@prime234.com
    info@prime234.com

Customer Relationship Management Training (Masterclass)

At the end of the programme, participants should be able to do the following:
  • Conduct effective customer profile analysis
  • Craft and implement customer relationship strategies
  • Execute customer profitability analysis and manage customer experience
  • Use analytics for building company-centered advocacy in the market
  • Implement sustainable customer loyalty programmes
  • Coordinate service delivery system in field service, help desk and technical support
  • Manage call center operations and personnel
  • Develop fitting customer-centricity delivery systems
  • Identify and implement feasible best practices in customer-centricity
  • Develop performance-orientated value model
  • Conduct proper evaluation of technological solutions in CRM and customer-centricity
     
  • Customer needs will be met more effectively by understanding specific customer requirements
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  • Conduct effective customer profile analysis
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  • Effective targeted marketing communications aimed specifically at customer needs
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  • Ability to create value for organizations and customers
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  • Ability to analyze the different components of a CRM plan
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  • Coordinate service delivery system in field service, help desk and technical support
  • Shorten your sales cycle
  • Manage Resources
  • Increase sales revenue
  • Ability to increase value from organization’s existing customers and reduce cost associated with supporting and servicing them, increasing your overall efficiency and reducing total cost of sales
  • Enhances increase customer satisfaction and retention, ensuring that organization’s good reputation in the marketplace continues to grow
  • Development of a more personal approach, new or improved products and services in order to win more business in the future
  • Acquisition and application of different approaches to CRM that are best suited to the client’s culture
Middle and senior-level managers from marketing, e-commerce, sales and operations, strategic planning and general management
Product, brand, e-marketing and advertising managers
Finance managers responsible for customer profitability measurements and analysis Sales and service managers
The trainer uses up-to-date training techniques and a variety of training methods to give all participants the best opportunities for learning, including:
  • Class Session
    • Group Discussions
    • Simulations exercises
    • Case studies and Problem Solving Exercises
    • Individual assignments
    • Templates and tools
  • Course Duration
    • 14 Hours (3 Days)
  • Introduction to CRM
    • What is Customer Relationship Management?
    • Impact of IT and Globalization on CRM
    • Evolution of CRM and Classifications
    • The Value Pyramid
    • Customer Interaction Cycle
    • Customer Profiling and Total Customer Experience
    • Goals of a CRM Strategy and Obstacles
    • CRM Solutions Map
    • Customer Centric Enterprise (CCE)
    • Discussing People, Processes and Technology
    • CRM in Various Industries
    • Misconceptions about CRM
  • Managing Processes in CRM
    • Different Processes and Information Flow
    • Customer Lifecycle Management (CLM)
    • Customer Lifetime Value (CLV)
    • Contact Management
    • Activity Management
    • Issue Management
    • Workflow Management
    • Sales Force Automation (SFA)
    • Opportunity Management
    • Marketing Automation
    • Collaboration Processes
    • Enterprise Portals and Dashboards
  • Analytics in CRM
    • An Introduction to Analytics
    • Pattern Based Strategy
    • Analytics Techniques and Methods
    • CRM Intelligence Management Cycle
    • CRM Data Warehouse
    • Customer Centric Data Mining
    • Measuring Profitability
  • CRM Tools
    • Classifications of CRM Tools
    • Microsoft Dynamics CRM 3.0
    • Sugar CRM
    • VtigerCRM 5
    • Open CRX
    • Compiere ERP and CRM
    • Salesforce CRM
    • Zoho CRM
    • BATOI CRM
  • Implementing CRM in an Enterprise
    • Defining the CRM Vision
    • Assessing CRM Readiness
    • Factors Affecting CRM Implementation
    • CRM Implementation Challenges
    • Phases of CRM Implementation
    • Upgrades and Change Management
    • CRM Implementation Pitfalls
    • CRM Performance Measurement
  • CRM Case Studies
    • CRM in Different Industries and Sectors
    • Customer Relationship Management (CRM) in Banking
    • CRM Solution for a Farm Equipment Manufacturer
    • A Case Study of Emergent and Intentional Organizational Change
    • Features:
      • Certificate Of Completion from the Institiute of Customer Relationship Management
      • Tea Break
      • CRM software
Click the sign up link for registration form.
Payment can be made in 2 installments, 80% payment Before Training commences and 20% before Training Ends
  • Certificate Of Completion from the Institiute of Customer Relationship Management
  • Tea Break
  • CRM software
  • Seasoned Professionals in diverse industries with over 10 years experience.
  • Duration
    • 9:00am – 5 :00pm (Weekdays and Saturday)
    • 1: 00am – 5: 00pm (Sunday)