Customer Service Relationship Management Training

Customer Service Relationship Management Training

Description

  • Provider: Makintouch Consulting
  • Location(s): Lagos
  • Duration: 5 days
  • Fee: ₦30,000
  • Venue: 24, Bamishile Street, Beside Best Western Hotel, Off Allen Avenue, Ikeja, Lagos
  • Application Deadline Not Specified
  • Training Type parttime
  • Required Experience

Training/Course Overview

BATCH

CLASS SECTION

DATE

CLASS SECTION

DATE

A

Weekend Class (Lagos / Ikeja)

  Feb (4,5,11,12)

Weekend Class (Abuja / P-H)

  Mar (4,5,11,12)

 

Weekday Class (lagos/ Ikeja)  

 Feb ( 27 - Mar 3)

Weekday Class (Abuja / P-H) 

  Mar (13 - 17)

B

Weekend Class (Lagos / Ikeja)

Feb (18,19,25,26)

Weekend Class (Abuja / P-H)

Mar (18,19,25,26)

 

Weekday Class (lagos/ Ikeja)  

 Mar (13 - 17)  

Weekday Class (Abuja / P-H)

Mar (27 - 31)

C

Weekend Class (Lagos / Ikeja)

Mar (4,5,11,12)

Weekend Class (Abuja / P-H)

April (1,2,8,9)

 

Weekday Class (lagos/ Ikeja)  

Mar (27 - 31)  

Weekday Class (Abuja / P-H)

Mar (27 - 31).

Deborah.o@makintouchconsulting.com

makintouchconsulting@gmail.com

makintouchconsulting.info@gmail.com

trainings@makintouchconsulting.com

 

Weekend classes : Saturday : 10am – 5pm

                                  Sunday :  12pm – 4pm

Weekday classes : Mondays – Fridays

                                  9am – 5pm

 

Training/Course Outline / Requirements

  
Customer Relationship Management 
Customer Relationship Management (CRM) is one of the most important components for sustenance and growth of an organization. With the advancement of software technologies, significant progress has been made in designing and managing CRM systems. These efforts envisage facilitating better customer interactions and greater understanding about customers; thus helps an organization build competitive advantages. This course plans to impart a sound introduction to CRM, a comprehensive understanding of the processes involved, strong understanding of software components in different CRM systems, and practical applications of CRM in different sectors. As the course is targeted to students of rural management, it includes practical examples with strong lineage to rural planning and development. 
• Middle and senior-level managers from marketing, e-commerce, sales and operations, strategic planning and general management 
• Product, brand, e-marketing and advertising managers. 
• Finance managers responsible for customer profitability measurements and analysis Sales and service managers. 
The trainer uses up-to-date training techniques and a variety of training methods to give all participants the best opportunities for learning, including: 
• Class Session 
• Group Discussions 
• Simulations exercises 
• Case studies and Problem Solving Exercises 
• Individual assignments 
• Templates and tools  
Training Program Outline 
?  What is Customer Relationship Management? 
?  Impact of IT and Globalization on CRM 
?  Evolution of CRM and Classifications 
?  The Value Pyramid 
?  Customer Interaction Cycle 
?  Customer Profiling and Total Customer Experience 
?  Goals of a CRM Strategy and Obstacles 
?  CRM Solutions Map 
?  Customer Centric Enterprise (CCE) 
?  Discussing People, Processes and Technology 
?  CRM in Various Industries.  
? Different Processes and Information Flow 
? Customer Lifecycle Management (CLM) 
? Customer Lifetime Value (CLV) 
? Contact Management 
? Activity Management 
? Issue Management 
? Workflow Management 
? Sales Force Automation (SFA) 
? Opportunity Management 
? Marketing Automation 
? Collaboration Processes 
? Enterprise Portals and Dashboards.  
? An Introduction to Analytics 
? Pattern Based Strategy 
? Analytics Techniques and Methods 
? CRM Intelligence Management Cycle 
? CRM Data Warehouse 
? Customer Centric Data Mining 
?  Measuring Profitability.  
? Classifications of CRM Tools 
? Microsoft Dynamics CRM 3.0 
? Sugar CRM 
? Vtiger CRM 5 
? Open CRX 
? Compiere ERP and CRM 
? Salesforce CRM 
? Zoho CRM 
? BATOI CRM.  
? Defining the CRM Vision. 
? Assessing CRM Readiness. 
? Factors Affecting CRM Implementation. 
? CRM Implementation Challenges. 
? Phases of CRM Implementation. 
? Upgrades and Change Management. 
? CRM Implementation Pitfalls.  
? CRM in Different Industries and Sectors. 
? Customer Relationship Management (CRM) in Banking. 
? CRM Solution for a Farm Equipment Manufacturer. 
? Customer Relationship Management at Farm Credit Services of Mid-America. 
? Developing E-Government Integrated Infrastructures: A Case Study. 
? A Case Study of Emergent and Intentional Organizational Change.  

Related Course/Trainings

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