CRM Training Dubai Customer Relationship Management

Objectives:
By the end of the program, participants will be able to:

Appreciate why Customer Relationship Management (CRM) is essential for attracting, retraining and growing loyal customers.
Determine the uses and objectives of a CRM system.
Recognize "best practices" in implementing a CRM strategy.
Use CRM for improving marketing, sales, customer service, and customer contact.
This Program is designed for:

Relationship managers, marketing managers, sales and customer care managers and supervisors, and senior sales and customer service staff. This program is worth 25 NASBA CPE's.
Program Outline:

Definitions

Defining CRM
Importance of CRM to Companies
Customer Loyalty and Optimizing Customer Experience
CRM and Business Intelligence
CRM Mistakes
Why CRM is Hard?
Where Does CRM Fit?
CRM in Marketing

Relationship and One to One Marketing
Cross Selling and Up-selling
Customer Retention
Customer Profitability and Value Modeling
Customer and Business Value
CRM and Customer Service

Call Center and Customer Care
Customer Satisfaction Measurement
Customer Service Checklist for Success
Sales Force Automation

Activity, Contact and Lead Management
Knowledge Management
Planning CRM Programs

Developing a CRM Strategy
CRM Business Plan
Cost Justifying CRM
Choosing CRM Tools and Suppliers
Managing a CRM Project

Implementation Checklist
CRM Roadblocks and Saboteurs
Looking Toward the Future