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  • Building Customer Relationship

    Course Objectives

    • Define Customer Relationship Management
    • Develop a Customer Strategy
    • Prepare your Business for CRM
    • Collate and analyse key customer data
    • List the essential tools to manage customer data
    • Explain the Customer Relationship Process
    • Detail the skills, knowledge and behaviors to extract the right data from customers quickly
    • Develop a business plan for my new CRM process
    •  Model behavior from those who do it well

    Who Can Benefit

    • Marketing Directors
    • Database Marketing Directors
    • Marketing Communications Directors and Managers
    • Customer Relationship Management Directors
    • IT CRM and Marketing Systems Administrators
    • IT Directors
    • Executives making marketing technology investment decisions
    • Financial Managers tasked with developing marketing technology ROI models

    Course content

    • Customer Relationship Management Overview
      • Exactly what is Customer Relationship Management?
      • Why is Customer Relationship Management important to my business?
      • Developing a Customer Strategy
      • How to create a plan to interact with customers
      • How to assign a value to my customers
      • Is my organization ready for Customer Relationship Management?
    • Data Architecture
      • Key elements of successful customer data architecture
      • What does a customer information database look like and how is it different from my legacy databases?
      • How do I develop my customer information database and avoid pitfalls?
      • Tool Landscape
      • What tools and data do I need when building my customer information database?
      • What is available to help me analyze my customer data and get to know my customers?
      • What software should I use to manage execute my personalized marketing programs?
      • How do I integrate personalized customer communications with sales and service?
      • Analyzing Customer Information
      • How can I use decision support reporting technology to understand customer behavior?
      • What are the different types of reporting and business intelligence software available, and how do I choose the right one for my business?
    • Campaign Contact Management
      • What is the process? (interactive dialogue; talk, listen, react, repeat)
      • How can I be consistent in my message across product and channel groups?
      • How do I present my message to customers through all channels (sales force automation, call center, e-mail, Web, mail, point-of-sale)?
      •  How do I choose the right tools for my situation? How do I integrate the tools?
    • Listening, Measuring, Learning, and Responding
      •  How can I leverage what I learn from my customer responses for economic benefit?
      • What process do I use to formulate and test different direct marketing and personalization approaches?
      • How do I automate and shorten the learning loop?
      • Developing a Business Case
      •  What are the risk and return elements I should consider in a CRM business case?
      • What metrics can be used to measure benefit from CRM initiatives?
    • Creating the Customer Relationship Management Organization
      • What changes need to be made in order to implement marketing driven technology?
      • Who owns the technology - IT or marketing?
      • What cultural changes are required and how do you get through it?
      • Group Discussion
      • Case results are presented by working groups
      • Selected attendees present long term and short term next steps
      • Conclusion
      • What have we learned?
      • What's next for Customer Relationship Management? (strategies, market trends, technology trends) 

    Code Courses Title Date Venue Price Request
    GM11 Building Customer Relationship
    18 Feb to 22 Feb 2024 cairo Contact-us
    15 Jun to 19 Jun 2024 Istanbul Contact-us
    22 Sep to 25 Sep 2024 cairo Contact-us
    24 Nov to 28 Nov 2024 KSA -Al-khobar Contact-us

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