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Customer Relationship Management

This is a bespoke programme that covers many aspects including customer acquisition, retention & development strategies as well as understanding the organisational implications that a CRM plan generates.

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A bespoke training programme is researched, designed and delivered specifically for your needs.

We have a highly developed, sophisticated yet flexible approach for creating bespoke training solutions, which typically includes:

  • Step 1: Research & Familiarisation - Our training specialists work with you to research the key areas that will impact the programme design and agree project objectives
  • Step 2: Confirmation of Project Activity - Key areas of the project are confirmed in writing including all project steps, milestones, programme structure, supporting activity, timings and evaluation measures
  • Step 3: Preparation of Learning Content - Our project team prepare the programme in-line with the above steps. The content is highly specific to your organisation and the initiatives that are key to the success of your business
  • Step 4: Implementation of Training Programme - The programme is implemented in-line with the agreed rollout plan
  • Step 5: Project Evaluation - The project is evaluated throughout its implementation against key measures decided upon during Step 1

Below is an example of a programme we have designed for a client:

The Case for CRM

  • Strategic goals of CRM
  • Types of CRM strategy
  • Customer retention & profitability
  • Customer satisfaction & business performance
  • The CRM value chain

Customer Analysis & Insight

  • B2C insight / B2B insight

Database Development

  • Data mining
  • Building customer databases

External Networking

  • Sources & advantages of network development

Internal Networking

  • The service-profit chain
  • The buy-in matrix
  • Role-mapping

The Customer Experience

  • Customer experience & positioning
  • Customer experience cycles
  • Customer experience mapping
  • Zain customer strategy

Customer Acquisition

  • Customer acquisition strategies
  • Propositions for customer acquisition
  • KPI’s

Customer Retention & Development

  • Effect of retention
  • Lifetime value
  • Measures of retention
  • Customer retention strategies
  • Signals of impending defection
  • KPI’s

CRM SWOT

This is an in-company programme with the following options. (Hover your mouse over the dotted items to find out more.)

Available Packages:

Duration:

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Find out more with our handy Package Comparison table

Bespoke

Folder, workbook, handouts, pen and certificate of attendance

To suit you

Bespoke

Righttrack programmes are energetic, exciting and highly participative, which create an impact and motivate participants to learn and embrace change

We utilise a blend of learning methods: practice sessions, group workshops, scenario-driven learning, assignments, self managed learning, shared group learning, accelerated learning and structured group learning

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