|
Subscribe to free Migrators newsletter
Home
Strategy
Change Management
Project
Management
Virtual
Management
Business
Culture
Communications
Relationship Management
Staff Training & Development
Quick Brief
Search
Contact
| |
|
WORKSHOP
INTRODUCTION TO CUSTOMER RELATIONSHIP
MANAGEMENT
(CRM)
|
|
Duration - 1 Day
|
Course Summary
Customers are the heart
of any business. It is essential that the right types of customers are
attracted to buy. Once a customer has bought, it is necessary to provide the
right type of relationship in order to retain their loyalty, and to ensure
they buy more or other products. This course provides an outline of the
essential element necessary to gain and retain customers.
|
|
What you will learn
 | How to establish
relationships between customers and staff |
| How to retain the loyalty
of existing customers |
| How to make partnering
relationships with customers |
| How to use computers and
automation properly |
| How to ensure customer
relationships are an integrated part of your systems and operations |
| How to improve decaying
relationships |
The workshop will introduce highlight and discuss relevant
topics, including:
|
|
Introduction
What is CRM ?
CRM as part of the sales process
CRM in the supply chain
|
Handling
customer data
Collecting and maintaining data
Customer data security
Data protection
Using customer data effectively
|
|
Handling
Customers
Providing good customer service
Advising and supporting customers
Assisting the purchase
Handling awkward customers
|
Retaining existing customers
Providing niche services
Offers, discounts and loyalty incentives
Providing added value
Extending services
Market testing and trials
|
|
CRM in
operations
Managing the flow of customers data
Handling initial enquiries and sales
Customisation and personalisation
Improving the supply chain
Handling outsourced elements
Ensuring good delivery services
|
Automating CRM
Introduction to CRM systems
Automating for improved sales
Improving customer operations
Automating with computers
Using the internet effectively
Using automation to retain customers
|
|
Presentation method
The workshop is intended to be provided in a workshop format, maximising the
contributions from participants. The workshop will
include a high level of graphic and animated content. A variety of practical
examples and case studies will also be used, which will be current and relevant
to the workshop and the audience. Where possible, instructors will also provide
additional coaching and mentoring to students.
The participants will also be encouraged to play
an active role in the workshop. Participants will be encouraged to take
part in a variety of exercises, as well as discuss various elements
of the workshop and related issues.
|
|
Other information
Participants will receive a comprehensive set of notes
relating to the workshop, together with any supplementary handouts.
Participants will also receive tip sheets, checklists and other
supporting information, to take away for future reference. All of which
can be utilised immediately after completion of the workshop.
This workshop module can also be tailored to the
requirements of the organisation. It can also be adapted to complement
other staff development, or change management related initiatives.
|
Cost - £600 for up to 6 participants
|
Related courses
Enhancing Customer Experience
Improving Customer Service
|
|
Frequently Asked Questions
(FAQ)
regarding the workshops
All staff development workshops are subject to Migrators
Conditions of Service.
To book the workshop, please download and complete a Booking Form.
Return to staff development
Introduction
|
|
