Advanced Process HAZOP Training
01/11/2024Customer Service Excellence: Strategies for Outstanding Customer Experiences
01/11/2024Advanced Customer Relationship Management (CRM)
£4,000.00
Overview:
This five-day intensive program provides professionals with advanced CRM knowledge and tools to drive customer-centric strategies, enhance engagement, and build loyalty. Participants will delve into CRM integration within marketing, sales, and service strategies, exploring key metrics and data-driven insights to support high-impact decisions. Through lectures, case studies, hands-on workshops, and group activities, participants will emerge with a strategic CRM perspective to implement within any organization.
Program Objectives:
By the end of this course, participants will be able to:
- Comprehend CRM principles and terminology for fluent CRM strategy discussion.
- Learn KPI measurement to assess CRM impact accurately.
- Integrate CRM with marketing strategies for customer-centric campaigns.
- Streamline sales processes using CRM for effective lead and retention management.
- Deliver proactive customer service using CRM insights.
- Conduct effective competitor analysis to gain strategic advantages.
- Implement advanced CRM technologies and prepare for future CRM trends.
Target Audience:
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- Marketing, Sales, and Customer Service Professionals
- Business Owners and Entrepreneurs
- Product Managers, Data Analysts, and CRM Administrators
- Operations and Strategy Executives
- Consultants and anyone aiming to deepen CRM expertise
Program Outline:
Day 1: CRM Foundations and Strategy
- Course Introduction and CRM’s Role in Business Today.
- Key CRM Terminology and Principles.
- CRM Strategies for Customer-Centric Success.
- Customer Lifecycle Management Essentials.
- Understanding Customer Segmentation.
- Overview of CRM Technologies.
Day 2: CRM Key Performance Indicators (KPIs)
- Introduction to CRM KPIs and Their Impact.
- Selecting and Tracking Key Metrics (CAC, CLV, Churn Rate).
- Effective KPI Measurement Techniques.
- Case Studies in KPI Success.
- Hands-On Workshop: Building KPI Dashboards.
Day 3: Marketing Integration with CRM
- Combining CRM and Marketing for Customer Engagement.
- Developing Customer Profiles and Personas.
- Customer Journey Mapping Essentials.
- Strategies for Personalized and Segmented Marketing.
- CRM-Driven Email and Social Media Marketing.
- Workshop: Building a CRM-Driven Campaign.
Day 4: Competitive Analysis in CRM
- Conducting Competitive Analysis Using CRM Insights.
- SWOT Analysis for Competitive Strategy.
- Gathering Competitive Intelligence.
- Benchmarking CRM Practices and Competitive Strategy Design.
- Group Exercise: Competitive Strategy Development.
Day 5: Advanced CRM Strategies and Future Trends
- Exploring Predictive Analytics in CRM.
- AI, Machine Learning, and CRM.
- Implementing Omni-Channel CRM for Cohesive Experiences.
- Ethical Issues in Data-Driven CRM.
- Future Trends in CRM: Preparing Your Strategy.
- Course Wrap-Up and Certification Ceremony.