Introduction
This customer relationship management (CRM) certification training course equips you to understand and apply the aspects of the CRM and manage the relationship well.
The business demands critical follow up and customers definitely appreciate an individual go the extra mile to serve them. This training ensures greater insight to empower the participants in learning the different mechanisms of the CRM and have high level of customer satisfaction.
This IRES training course will enable the individual to support the customer with all the details readily available in the Customer Relationship Management System and ensure a fact-based interaction.
Duration
5 Days
Target audience
- Customer Relationship Managers
- Any individual who uses the CRM – Customer Relationship Management System
- Customer Service Representatives
- Customer Service Executives
- Sales Support Representatives
- Call Centre or BPO Executives
- Business Development Executives
- Receptionist
Course Level:
Course Objectives
At the end of this IRES training course, you will learn how to:
- Recognize why Customer Relationship Management (CRM) system is essential
- Know the best practices of CRM implementation
- Explain the value generated by using the customer relationship management tool
- Support teams and individuals to strategize and set key milestones for using the CRM
- Determine the benefits of using a CRM system
- Application of the CRM system
- Support the customer by using the CRM
- Apply the learnings to enhance customer service, sales and marketing
- Document the interactions with the customer to follow through
Course Outline
MODULE 1: Introduction
- What is a CRM?
- Know the pre – requisites
- Develop a learning path
MODULE 2: Build a road map
- Use the bridge model – create a destination
- Know your mistakes when using the CRM
- Why individuals find it hard to use the CRM?
- Know where you stand on that road?
MODULE 3: Importance of the CRM
- Why is it important to have the CRM?
- Optimize the customer relationship by using the CRM
- Benefits of the CRM
- Understand the best practices
MODULE 4: Strategy & Planning
- Develop an organization strategy for the CRM
- Look at the future when planning
- Planning of interactions with the customer
- Deal with the obstacles that come in the way
MODULE 5: Finalize the Tool
- Finalize the tool which fits the requirement of the organization basis the strategy
- Manage day to day requirements
- Organization Settings
- Data Security
- User Management
- Customization
MODULE 6: CRM used in Customer Service
- Effective use of the CRM when interacting with the customer
- Support the customer with the right knowledge
- Detailed Information
- Communication Channels
MODULE 7: CRM used in Sales & Marketing
- Automation
- Customer Relationship Activity and Connect
- Create a check list for business target success
- Be a champion – make the CRM work for you
MODULE 8: Follow Through
- Follow up is Critical
- Deal with the roadblocks and obstacles
- Create a plan for the next interaction and ways to connect
- Effective delegation to the system
Related Courses
Course Administration Details:
METHODOLOGY
The instructor-led trainings are delivered using a blended learning approach and comprise presentations, guided sessions of practical exercise, web-based tutorials, and group work. Our facilitators are seasoned industry experts with years of experience, working as professionals and trainers in these fields. All facilitation and course materials will be offered in English. The participants should be reasonably proficient in English.
ACCREDITATION
Upon successful completion of this training, participants will be issued an Indepth Research Institute (IRES) certificate certified by the National Industrial Training Authority (NITA).
TRAINING VENUE
The training will be held at IRES Training Centre. The course fee covers the course tuition, training materials, two break refreshments, and lunch. All participants will additionally cater to their travel expenses, visa application, insurance, and other personal expenses.
ACCOMMODATION AND AIRPORT PICKUP
Accommodation and airport pickup are arranged upon request. For reservations contact the Training Officer.
- Email: [email protected]
- Phone: +254715 077 817
TAILOR-MADE
This training can also be customized to suit the needs of your institution upon request. You can have it delivered in our IRES Training Centre or at a convenient location. For further inquiries, please contact us on:
- Email: [email protected]
- Phone: +254715 077 817
PAYMENT
Payment should be transferred to the IRES account through a bank on or before the start of the course. Send proof of payment to [email protected]
Click here to register for this course.
Register NowCustomized Schedule is available for all courses irrespective of dates on the Calendar. Please get in touch with us for details.
Do you need more information on our courses? Talk to us.
