Introduction to Customer Relationship Management

Course Outline

Overview

This training workshop is designed to give you a solid primer in CRM familiarising you with all its key components.

Agenda

• What is CRM?
• Mastering relationships
• The customer lifecycle – customer acquisition
• The customer lifecycle – customer retention and development

Target Audience

This training workshop is suitable for:

• Directors of Sales and Marketing
• Sales and Marketing Managers, Executives, Practitioners and Staff.
• Senior and Mid-level Managers who are involved in CRM programmes and system implementations.
• Staff who wish to understand the CRM landscape.
• Managers looking to take customer-centred strategies to the next level.

Learning Outcomes

Upon completion of this training workshop, you will be able to:

• Explain what is meant by CRM.
• Appreciate the skills need to build relationships with customers.
• Understand the customer lifecycle.