CUSTOMER RELATIONSHIP MANAGEMENT

Overview:

✦        Demystifying CRM – understand CRM and how it looks like in an organization

✦        Four steps to effective relationship management – moving your organization closer to CRM based management.

✦        Why do customers defect? – the reasons and behaviors that drive customers to the competition.

✦        The economics of CRM – essential metrics to understand the true value of

your customers and business profitability.

✦        Service excellence achievement – modeling excellent customer service and how to achieve it.

✦        Traditional management vs Customer Centric management – CRM based organizations require a specific management framework.

✦        CRM in the digital age – achieving CRM excellence through the digital medium.

✦        Ten keys to outstanding customer service – recipe for CRM success.

Measurable Outputs:

✦           Decreased customer churn

✦           Improved customer satisfaction

✦           Increase in return customers

✦           Better customer value calculation and management

✦           Change in teams management

✦           Handling complaints to loyalty

knowledge:

• Loyal relationship building
• Customer relationship management modeling and preparation
• Customer interaction cycle
• Calculating essential CRM metrics
• Building a customer service model

Overview:

• Demystifying CRM
• Define CRM
• Four steps to CRM
• How to action it within your organization
• Four steps to effective relationship management
• Why do customers defect?
• Why do customers leave?
• Customer nurturing skills
• The economics of CRM
• Understand your customers worth
• Calculating customer lifetime value and value chain
• Customer attrition and retention
• Service excellence achievement
• Essential customer service competencies
• Building a customer service model
• Customer interaction cycle
• Customer service level indicators
• Handling challenging situations

✦           Traditional management vs Customer Centric management

• How to manage teams for customer excellence

✦           CRM in the digital age

• Essential data identification
• What is the digital customer worth
• Customers segmentation
• Designing loyalty schemes

✦           Ten keys to outstanding customer service

✦           Ten actionable steps to achieve customer excellence