Upcoming Events:
Developing Core Skills for Administrators & Secretaries "23-25/03/2022 / ₦180,000"
Project Management Fundamentals for Administrative Professionals "22-24/06/2022 / ₦ 180,000"
Knowledge Management Processes "9-11/06/2022/ ₦180,000"
Logistics Management & Effective Distribution Channel "6-8/07/2022 / ₦175,000"

Customer Relationship Management Training


Customer Relationship Management Training(CRM) is one of the most important components for sustenance and growth of an organization. With the advancement of software technologies, significant progress has been made in designing and managing CRM systems. These efforts envisage facilitating better customer interactions and greater understanding about customers; thus helps an organization build competitive advantages.

This course plans to impart a sound introduction to CRM, a comprehensive understanding of the processes involved, strong understanding of software components in different CRM systems, and practical applications of CRM in different sectors. As the course is targeted to students of rural management, it includes practical examples with strong lineage to rural planning and development.

Course Objectives of Customer Relationship Management Training

At the end of the programme, participants should be able to do the following:

  • Conduct effective customer profile analysis
  • Craft and implement customer relationship strategies
  • Execute customer profitability analysis and manage customer experience
  • Use analytics for building company-centered advocacy in the market
  • Implement sustainable customer loyalty programmes
  • Coordinate service delivery system in field service, help desk and technical support
  • Manage call center operations and personnel
  • Develop fitting customer-centricity delivery systems
  • Identify and implement feasible best practices in customer-centricity
  • Develop performance-orientated value model
  • Conduct proper evaluation of technological solutions in CRM and customer-centricity

Benefits of Customer Relationship Management Training

To individuals

  •  Customer needs will be met more effectively by understanding specific customer requirements
  •    Conduct effective customer profile analysis
  •     Effective targeted marketing communications aimed specifically at customer needs
  •    Ability to create value for organizations and customers
  •    Ability to analyse the different components of a CRM plan
  •     Coordinate service delivery system in field service, help desk and technical support

Benefits of Customer Relationship Management Training

To the Organization

  •    Shorten your sales cycle
  •   Manage Resources
  •    Increase sales revenue
  •     Ability to increase value from organization’s existing customers and reduce cost associated with supporting and servicing them, increasing your overall efficiency and reducing total cost of sales
  • Enhances increase customer satisfaction and retention, ensuring that organization’s good reputation in the marketplace continues to grow
  •      Development of a more personal approach, new or improved products and services in order to win more business in the future
  •    Acquisition and application of different approaches to CRM that are best suited to the client’s culture.

Course Outlines

Introduction to CRM

What is Customer Relationship Management?
Impact of IT and Globalization on CRM
Evolution of CRM and Classifications
The Value Pyramid
Customer Interaction Cycle
Customer Profiling and Total Customer Experience
Goals of a CRM Strategy and Obstacles
CRM Solutions Map
Customer Centric Enterprise (CCE)
Discussing People, Processes and Technology
CRM in Various Industries
Misconceptions about CRM

Managing Processes in CRM

Different Processes and Information Flow
Customer Lifecycle Management (CLM)
Customer Lifetime Value (CLV)
Contact Management
Activity Management
Issue Management
Workflow Management
Sales Force Automation (SFA)
Opportunity Management
Marketing Automation
Collaboration Processes
Enterprise Portals and Dashboards

Analytics in CRM

An Introduction to Analytics
Pattern Based Strategy
Analytics Techniques and Methods
CRM Intelligence Management Cycle
CRM Data Warehouse
Customer Centric Data Mining
Measuring Profitability

CRM Tools

Classifications of CRM Tools
Microsoft Dynamics CRM 3.0
Sugar CRM
VtigerCRM 5
Open CRX
Compiere ERP and CRM
Salesforce CRM
Zoho CRM

Implementing CRM in an Enterprise

Defining the CRM Vision
Assessing CRM Readiness
Factors Affecting CRM Implementation
CRM Implementation Challenges
Phases of CRM Implementation
Upgrades and Change Management
CRM Implementation Pitfalls
CRM Performance Measurement

CRM Case Studies

CRM in Different Industries and Sectors
Customer Relationship Management (CRM) in Banking
CRM Solution for a Farm Equipment Manufacturer
Customer Relationship Management at Farm Credit Services of Mid-America
Developing E-Government Integrated Infrastructures: A Case Study
A Case Study of Emergent and Intentional Organizational Change