Customer Relationship Management
1. The Customer-oriented Employee
Target Group: Employees from Sales, Marketing, Service; Employees using CRM Systems regularly
Seminar Objectives: Upon attending the seminar you will be aware of the insight that CRM is an integral approach for a customer-oriented management. You will gain the awareness on the importance of the CRM systems in achieving yours and the company’s targets.
Customer oriented inter-department processes are well known to you and you will be fully cognizant of the possibilities of a CRM System in optimising customized communication and in customer analysis.
Seminar Content:
- The company in today’s economy:
- Customer-relevant information as success factor in the economic world
- Relationship Marketing
- Relationship Management
- Definition CRM:
- What is the understanding of CRM? A state-of-mind, a strategy, software?
- The importance of CRM for a firm’s success – analytical CRM, operative CRM, collaborative CRM
- CRM-Software:
- Overview of the different service providers and products
- CRM integration in an ERP system
- Performance Elements of CRM systems
- CRM-System in a typical work day:
- Data administration in the CRM system and the effects on its own performance and on other departments
- The efficient use of a CRM system for typical activities in Marketing, Sales, Service, Call Centres
- Customer analysis, scoring possibilities
Length of Seminar: 1 day
Medium: Speech/Lecture, Case-studies and Group Work
Seminar Location: 77723 Gengenbach, Hauptstr. 21
Are you in search of a hotel or holiday apartment?
Accommodation Directory: www.Stadt-Gengenbach.de
Date: upon request
Conditions for open seminar:
1-Day Seminar: 590 Euro per participant (Firm rebates possible upon request)
Conditions for in-house seminar (available upon request)
In-house seminars are conceptualised together according to your individual needs.
2. CRM for Executives
Target Group: Project Executives, CEO and Managers of Sales, Marketing, Controlling, Information Technology, Project Manager.
Seminar Objectives: What CRM has to offer is still widely a philosophy and not clearly defined in most parts. The IT industry in the meantime offer interesting products, but cover only some sections of CRM. The implementation of collective CRM requires therefore a complex architecture with several components and the integration of this into the existing architecture. Upon completion of this seminar you will gain the knowledge on what an IT supported CRM means, what is available in the market and how you can implement CRM to obtain collective value added.
Seminar Content:
- Launching pad, need for changes and Objective settings
- Philosophy of Customer Relationship Management
- CRM
- operative,
- analytic,
- collaborative
- Market and Trends for IT supported CRM
- CRM Systems and Application structure
- Project Planning
- Teams and involved departments
- Project structure and Know-how-requirements
- Chances and Risks
- Opportunities and limitations
- Return-on-Investment (ROI) of CRM
Length of Seminar: 1 day
Medium: Speech/Lecture, Case-studies and Group Work
Seminar Location: 77723 Gengenbach, Hauptstr. 21
Are you in search of a hotel or holiday apartment?
Accommodation Directory: www.Stadt-Gengenbach.de
Date: upon request
Conditions for open seminar:
1-Day Seminar: 590 Euro per participant (Firm rebates possible upon request)
Conditions for in-house seminar (available upon request)
In-house seminars are conceptualised together according to your individual needs.
3. Success Factors in CRM Implementation
Target Group: CEO, CRM Project Executives, Management, Team members of CRM Projects
Seminar Objectives: After attending the seminar, you will be aware of the methodologies in implementing a CRM project. Most importantly, you will recognise the critical points which are relevant for the success of this project. You will possess the armamentarium in order to systematically address the problem definition and to successfully configure the critical factors.
Seminar Content:
- Fundamentals
- Definition of CRM
- CRM – Software or strategic approach towards a customer oriented management?
- Tool focused implementation versus integrated approach
- The phases of a CRM Project
- Project start – Target definition – Project marketing
- Procedure model for CRM Project
- Project management in CRM Project
- Requirements management in CRM Project
- Performance measurement in CRM Project
Length of Seminar: 1 day
Medium: Speech/Lecture, Case-studies and Group Work
Seminar Location: 77723 Gengenbach, Hauptstr. 21
Are you in search of a hotel or holiday apartment?
Accommodation Directory: www.Stadt-Gengenbach.de
Date: upon request
Conditions for open seminar:
1-Day Seminar: 590 Euro per participant (Firm rebates possible upon request)
Conditions for in-house seminar (available upon request)
In-house seminars are conceptualised together according to your individual needs.
4. Technical Aspects: Customer Care Management
Target Group: CEO, Marketing and Sales Executives, Customer Service Executives
Seminar Objectives: The seminar aims to provide both sides of the coin of operational Customer Relationship Management to enable an educated estimation as to which side should be first implemented in order to optimise customer communication and loyalty.
Seminar Content:
- Campaign Management System
- What does the Campaign Management System achieve?
- Integrated communication or usage of all communication channels?
- Marketing Automation as a realisation of Closed loop Marketing
- CRM Technologies
- Building blocks and basic functions of CRM Software
- Composition, contents and functionality of CRM Software
- Interfaces
- Operative Implementation: Outsourcing, Make or Buy?
- Requirements profile as a basis for Software selection
- Overview of the CRM Software market
- Factors of system selection
- Project realisation and integration into the organisation
Length of Seminar: 2 days
Medium: Speech/Lecture, Case-studies and Group Work
Seminar Location: 77723 Gengenbach, Hauptstr. 21
Are you in search of a hotel or holiday apartment?
Accommodation Directory: www.Stadt-Gengenbach.de
Date: upon request
Conditions for open seminar:
2-Days Seminar: 990 Euro per participant (Firm rebates possible upon request)
Conditions for in-house seminar (available upon request)
In-house seminars are conceptualised together according to your individual needs.
CRM Seminar Request
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