EXCELLENCE IN CUSTOMER RELATIONSHIP MANAGEMENT AND LOYALTY

Content

Fundamentals of Customer Relationship Management

  • Goals of a CRM Strategy
  • CRM Components
  • Changing Role of CRM
  • Obstacles in CRM Success
  • Internet‘s Influence on CRM

Customer and Customer Strategy

  • Customer is King (Customer As An Asset)
  • Know Your Customer
  • Customer Loyalty and Satisfaction
  • Importance of Customer Satisfaction
  • Achieving Value Through Customer Strategy
  • Customer Contact Technology Strategy (Call Center)

Customer Centric Enterprise (CCE)

  • Customer Centricity: Concept
  • Need for Customer Centricity
  • Product Centricity vs Customer Centricity
  • Customer Centric Strategy

Customer Lifecycle Management

  • Customer Lifecycle Management (CLM)
  • Customer Value Management
  • Managing Customer Lifecycle in Customer Centric Enterprise (CCE)

Operational and Analytical CRM

  • Analyzing, Learning, Listening and Responding Management
  • Marketing Communications
  • Operational vs Analytical CRM

FOR WHOM: Marketing Managers, Brand Directors, Brand Managers, Senior Public Relations Managers, Company Directors, Senior Managers, Product Managers, Advertising Managers, Customer Relationship Manager, Marketing and Sales Personnel and others who are involved in customer service at all levels of the organization.

 

DATE:                   31st  Jan – 2nd February, 2024

                                14th – 16th August, 2024

 

Category:

Objective

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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