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Customer Relationship Management

Customer Relationship Management (CRM) is an information industry term for methodologies, software, and usually Internet capabilities that help an enterprise manage customer relationships in an organized way. For example, an enterprise might build a database about its customers that described relationships in sufficient detail so that management, salespeople, people providing service, and perhaps the customer directly could access information, match customer needs with product plans and offerings, remind customers of service requirements, know what other products a customer had purchased, and so forth.

According to one industry view, CRM consists of:

• Helping an enterprise to enable its marketing departments to identify and target their best customers, manage marketing campaigns with clear goals and objectives, and generate quality leads for the sales team.
• Assisting the organization to improve telesales, account, and sales management by optimizing information shared by multiple employees, and streamlining existing processes.
• Allowing the formation of individualized relationships with customers, with the aim of improving customer satisfaction and maximizing profits; identifying the most profitable customers and providing them the highest level of service.
• Providing employees with the information and processes necessary to know their customers, understand their needs, and effectively build relationships between the company, its customer base, and distribution partners.

CRM has entered the mainstream. Despite the uncertainty of the economy, CRM is being thrust into corporate budgets and talked about as a critical initiative by hundreds of Fortune 1,000 and tens of thousands of other companies. It has gone from being an important edge in the business world to a necessary tool for survival.

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Course Details

Managing relationships with customers has become a critical organizational competency. Get winning strategies for acquiring and retaining customers by leveraging the latest advanced technologies. This course will teach you how to select the right tools for your business-- so it can grow today--and on into the future. Lagging means lost customers, which means damage to the bottom line. But how do you not lag when customers are moving lightning fast to demand constant changes in the speed to complete their transactions? How do you keep your customers when the move to another company is nothing more than a mouse click and a minute away? These issues are addressed in the course.

Who Should Attend?

• Middle- and senior-level managers from marketing, e-commerce, sales and operations, Strategic planning and general management
• Senior technology and information managers who support marketing, e-business and CRM programs
• Product, brand, e-marketing and advertising managers
• Finance managers responsible for customer profitability measurements and analysis Sales and service managers

Duration

• Intensive - 4 Full Days (9:00 AM to 5:00 PM)
• Regular - 35 Hours - 2 months - Fridays & Saturdays ( 9:00 AM till 12:30 PM)

Examination and Certificates

• Delegates achieve a course completion Certificate
• Delegates will receive certificate from MOE - Dubai
• Delegates can also choose to sit for 3 hours Prometric Exams on CRM and achieve Certificate on Successfully Passing. (Delegates will receive exam vouchers which can be used within one year from the course start date)

Click here for the course outline.