ReCh Management Centre - CRM: Service Delivery Dynamics - CRM: Service Delivery Dynamics - View courses templates

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CRM: Service Delivery Dynamics

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Start DateVenue1 Week2 Weeks

Request a dateLondon 2,600 3,850
Request a dateLondon 2,600 3,850

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Course Overview

This advanced CRM (Customer Relationship Management) Customer Relationship Management course builds on your knowledge of CRM fundamentals and takes you beyond an overview. You will learn how to articulate a viable CRM for your enterprise and assess your corporate CRM needs thus generating value addition for your company. Each delegate would also learn how to transform and expand surface-level customer service into a vibrant and productive relationship management value proposition.

As part of the delivery of the course, we would examine preferred methods of processing and integrating high-volume CRM data, to enhance your understanding of who your customers are and why they are so important today. Other issues the course will concentrate on include data mining strategies, predicting customer behaviour using CRM and applying CRM concepts to effective business decision-making.

Course Objectives

At the end of the course delegates will be able to:

Develop mission-critical CRM plans for your organisation
Fine tune your CRM plan keeping in mind your company’s special needs and your customers expectations
Assess evolving CRM technology and it’s relevance to your company
Monitor on-going developments in the field of CRM as they apply to your company
Manage CRM initiatives and their role in strategic planning and development

 Course Outline

Customer Relationship Management concepts
Constituents of a good CRM strategy
Implementation challenges
Developing a customer strategy
Customer Lifestyle Management and Lifetime Value
CRM Technology
Operational CRM
Analytical CRM
Collaborative CRM
CRM Project Management
Building a business case for CRM

E-Reader Included.


*Course fee is not inclusive of VAT

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