Delivering a valuable and differentiated experience for customers is essential to any organization‘s strategy for growth and business survival. Consumers have an increasing range of choice: choice of supplier, choice of channel, choice of products and services. Their loyalty is determined by the quality of the experience they receive. In order for organizations to create unique and sustain competitive advantage there must be needs to be a clear strategy in place that meets their customers’ demands and expectations. By the end of the workshop, participants will be able 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
- Identify how CRM creates value for organizations and customers
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