Customer Relationship Management

CRM stands for “Customer Relationship Management” and refers to all strategies, techniques, tools, and technologies used by enterprises for developing, retaining and acquiring customers.


CRM allows businesses to focus on their company’s relationships with customers, colleagues, suppliers, etc. With a professional CRM in place, it becomes much easier to find new customers, win their trust, provide qualified support, and provide additional services throughout the relationship.

Duration: 3 days
Mode: Classroom / Online
Deliverables: CourseWare Hard/ Soft Copies

Course Contents

Evolution of Customer Relationship
CRM-Definition
Emergence of CRM Practice
Factors responsible for CRM growth
CRM process, Framework of CRM

Benefits of CRM
Types of CRM
Scope of CRM
Customer Profitability
Exercises/Case Studies

Features Trends in CRM 
CRM and Cost Benefit Analysis
CRM and Relationship Marketing
CRM Concepts

Customer Value
Customer Expectation
Customer Satisfaction
Customer Centricity
Exercises/Case Studies

Customer Acquisition
Customer Retention
Customer Loyalty
Customer Lifetime Value

Customer Experience Management
Customer Profitability
Enterprise Marketing Management
Customer Satisfaction Measurements
Exercises/Case Studies

Web based Customer Support
Planning for CRM
Steps in Planning-Building Customer Centricity
Setting CRM Objectives

Defining Data Requirements
Planning Desired Outputs
Relevant issues while planning the Outputs
Elements of CRM plan
Exercises/Case Studies

CRM Strategy: The Strategy Development Process
Customer Strategy Grid
CRM and Marketing Strategy
CRM Marketing Initiatives

Sales Force Automation
Campaign Management
Call Centers
Practice of CRM
Exercises/Case Studies

CRM in Consumer Markets
CRM in Services Sector
CRM in Mass Markets
CRM in Manufacturing Sector

CRM Planning and Implementation
Issues and Problems in implementing CRM
Information Technology tools in CRM
Challenges of CRM Implementation
Exercises/Case Studies

CRM Implementation Roadmap
Road Map (RM)
Performance
Measuring CRM performance
CRM Metrics

Conclusion and Feedback

Why choose us


At the Institute of Corporate Analytics and Training, we have trained over 5000 professionals on a wide range of corporate and management trainings from many organizations and companies, from diverse domains,  around the world.  We have a team of highly motivated and experienced team of trainers.  Our trainings are designed to blend theoretical concepts with field experience.  The concepts and techniques you will learn will be illustrated with case studies from the field, role plays and simulations.


Rest assured that at the end of the training programs, you will emerge confident and energized armed with skills and knowledge as well as the techniques of applying them.