Customer Relationship Management
Procurement, fulfillment, and post-sale support can be severely crippled by poor communication channels. Customer Relationship Management explains the circular relationship between suppliers, technology, and customers, which together provide the infrastructure for customer support in an e-business environment.
BENEFITS OF ATTENDING
Managing relationships with customers has become a critical organizational competency. Get winning strategies for acquiring and retaining customers by leveraging the latest advanced technologies. This course will teach you how to select the right tools for your business– so it can grow today–and on into the future. Lagging means lost customers, which means damage to the bottom line. But how do you not lag when customers are moving lightning fast to demand constant changes in the speed to complete their transactions? How do you keep your customers when the move to another company is nothing more than a mouse click and a minute away?
- Customer Relationship Management
- Evolution of CRM
- Goals of a CRM Strategy
- Three Aspects of CRM
- CRM Value Pyramid
- CRM Components
- CRM Drivers
- CRM Solutions Map; Marketing Solutions, Sales Solutions, Services
- Changing Role of CRM
- Obstacles in CRM Success
- Internet’s Influence on CRM
- CRM and Globalization
WHO SHOULD ATTEND
Middle and senior-level managers from marketing, e-commerce, sales and operations, strategic planning and general management;
Product, brand, e-marketing and advertising managers;
Finance managers responsible for customer profitability measurements and analysis, Sales, and service managers.
EXTRA – Lunch (Catering) included.
SCHEDULE AND LOCATIONS
April 6 Broward College – Cypress Creek Center; 6400 N.W. 6th Way, Ft. Lauderdale, FL 33309
February 8 8136 Old Keene Mill Road A-305, Springfield, VA 22152
November 15 Broward College – Cypress Creek Center; 6400 N.W. 6th Way, Ft. Lauderdale, FL 33309
March 17 8136 Old Keene Mill Road A-305, Springfield, VA 22152
DURATION: 1 day / 0.8 CEUs
COST: $450 / ANG-MCC Members $405; ANG-MCC Members save 10%.