Customer Relationship Management (CRM)

Course Content:

• Principles and practices of Customer Relationship Management.
• The guidelines that an organization must follow when interacting with its customers.
• Benefits of CRM.
• CRM technology and software.
• Methods of tracking customer needs and their performance goals.
• Evolution of Customer Relationship Management.
• Strategic objectives of customer relationship management.
• Three important aspects of customer relationship management.
• Value pyramid in customer relationship management.
• CRM components.
• CRM growth factors.
• Current role of customer relationship management.
• Concepts of successful customer relationship management.
• The impact of the Internet on customer relationship management.
• Introduction to the Media and the evolution of its concept.
• Media and formation of public mental perspectives.
• Developing a PR strategy that integrates Public Relations activities with the corporate Business Strategy.
• Sales and service-related processes.
• Analyzing customer trends and behaviors.
• Methods to enhance the customer's overall experience.
• Best Practices of dealing with the media and using their influence as part of the lobbying campaign.
• Conducting an Online Pressure Campaign using key social media tools and other media platforms.
• Corporate Business Strategy.
• Methods of directing and managing personal dynamics at important meetings.
• Etiquette and International Protocol concepts.
• The Art of Protocol and Etiquette of body languages in official forums.
• Professional code of conduct.
• How to create a good impression and avoid misconducts or embarrassing practices in important situations.
• Concepts that determine priorities between individuals.
• International principles of Etiquette and Communication.
• Implementing CRM in customer service and support functions
• Developing customer service standards and service level agreements
• Managing customer complaints and resolving issues effectively
• Implementing self-service and knowledge management systems for customer support
• Establishing CRM performance metrics and dashboards
• Conducting customer satisfaction surveys and feedback analysis
• Implementing continuous improvement initiatives based on customer insights
• Integrating customer feedback into product development and service enhancements
• Practical applications and case studies.