CUSTOMER RELATIONSHIP MANAGEMENT

Today’s business competes with multi-product offerings created and delivered by networks, alliances and partnerships of many kinds. Both retaining customers and building relationships with other vale adding allies is critical to corporate performance. The adoption of Customer Relationship Management (CRM) is being fueled by a recognition that long-term relationships with customers are one of the most important assets of an organization. Organizations must try to boost customer interaction efficiency by aligning their CRM strategy, customer needs, and overall business objectives. Proper customer interaction strategy can guarantee better customer acquisition and retention. CRM systems can connect crucial business operations for anyone like marketing, sales and services to boost customer experience and repeat purchases and provide loyal experience. Through a well-chosen CRM software, organizations can be in a better understanding of their customers through identifying their needs exactly so that they can provide enhanced and efficient service to their customers. Organizations can know the profitable customer group and target them thereby optimizing their marketing resources efficiently and ensure they do not waste time on less profitable customers.

TRAINING OBJECTIVES 

• To upskill your personnel and enable them leverage the trending and the latest CRM technologies
• Understand how and why to use CRM for multiple goals within a larger marketing and sales.
• Understand and apply more than four world’s leading CRM tools
• Learn to develop, evaluate, and execute a cohesive CRM strategy and plan
• Learn how to measure CRM efforts and calculate Return On Investment
• Meet the intended sales and marketing objectives with considerably lower financial resources.
• The training intends to help your organization discover, design and align new roles for the sales and marketing department.

TARGET AUDIENCE

Anyone who manages sales and customer relationship will find this course highly useful as an end user. This training will also benefit the career enthusiasts who wish to learn customizing software for specific business needs especially those in marketing, sales and customer service. The audience may include but not limited to:

• Marketing managers
• Distribution Managers
• Customer Service Representatives
• Sales Reps

PREREQUISITES

Knowledge of Microsoft office excel and basic understanding of cloud computing is essential to understanding the environment and its architecture. Knowledge of databases is essential to understand how the data is stored, retrieved and manipulated. Lack of the stated knowledge is not a limitation as there will be a room to provide every basic skill required to help the trainee(s) jumpstart their journey into the world of CRM.

COURSE OUTLINE

With myriad of tools to be used to actualize this training, Davinci shares its course outline upon carrying out an advanced discussion that results into a memorandum of understanding between Davinci and the target audience. However, the four modules to be covered will feature the following areas:

MODULE ONE: CRM TIPS, TECHNIQUES AND STRATEGIES

Having to deal with a CRM failure is not something that any business wants to face. Whilst it is true that a CRM can make wonderfully positive differences to a company, it is not the whole solution.  Improper integration of CRM into organization’s daily operations could lead to logistical nightmare and disaster. Through this module logical processes, tips, techniques and strategies have been weaved together to help you avoid every possible disaster associated with poor integration of CRM into organization daily operation.

MODULE TWO: CLOUD COMPUTING

The need for a piece of technology to store, manage, process, and access the Internet instead of a local server or computer hard drives has greatly dictated the growing relevancy of Cloud computing. With the help of cloud computing, an organization can save lots of cost to local storage of data, maintenance of data, etc. The information over the Cloud can be accessed much efficiently and from anywhere, with the help of the internet. This module will focus on how the organizations of all sizes can leverage cloud computing to boost speed of operation, reduce cost, improve security, and foster global access, etc.

MODULE THREE: CRM PACKAGES

Organizations expect a lot from today ‘s enterprise applications systems and rightly so. The Market trends have been driving this and the environment which is influencing the scenario of Single ERP vendor, less customization, more frequent upgrades, integrated modules, web Services, vendor consolidation and outsourced support and hosting etc. Our solutions revolve Around the organizations ‘requirements.

Salesforce is a leading CRM (Customer Relationship Management) software which is served form cloud. It has more than 800 applications to support various features like generating new leads, acquiring new leads, increasing sales and closing the deals. It is designed to manage the organization’s data focused on customer and sales details.

MODULE FOUR: CRM ANALYTICS

Considering the need to provide tools for collection and analysis of data gathered during the operational processes this module is designed to help senior executives, marketing, sales and customer support personnel to better understand and capitalize upon their customer needs, the company‘s interaction with the customer and the customer buying cycle. Data must be collected, sorted, organized, and analyzed for trends, demographics, cross-selling opportunities, and identification of other sales patterns. It will cover data warehousing technologies and business intelligence to glean insights into customer behavior. The trainee(s) will learn to work with large data files, charts, graphs, and even pictorial data representation that can help them in providing a better customer experience.