Marketing Strategies and Plans
What Will I Benefit?
You will be able to plan, to build and apply CRM to increase customer satisfaction and loyalty.
Course Objectives
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At the end of this course, the participants should be able to
- Apply CRM techniques
- Manage customer experiences
- Provide outstanding customer service
- Deal with customer complaints and suggestions
- Plan to manage customer’s relationships and experiences
Target Audience
Current and new employees in customer services, sales, marketing and for managers, supervisors, administrators who will benefit from better skills for customers care and retention.
Course Outline
5
5
Topics
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Definition of the CRM System and its Importance
- Principles and definitions CRM system
- Benefits of implementing a CRM system
- CRM techniques and operating mechanism
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Manage customer experiences
- The concept of the customer and its importance.
- The concept of managing customer experiences.
- Customer Experience Management Objectives.
- Means of communication to benefit from customer experiences.
- Managing customer experiences.
- Steps to measure the customer experience.
- Customer centric and the importance of maintaining it.
- The Seven Principles of Happiness and Customer Service.
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Excellence in Customer Service
- Service Excellence concepts and its development.
- Standards of service excellence.
- Outstanding service requirements.
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Customer satisfaction and importance
- Definition of customer satisfaction
- The importance of customer satisfaction
- The importance of measuring customer satisfaction
- Reasons for measuring customer satisfaction
- Customer satisfaction measurement mechanism
- Factors that help gain customer satisfaction
- Maintain your existing customer base and gain their satisfaction
- Increase new clients
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Deal with customer complaints and suggestions
- The concept of complaints
- The importance of customer complaints
- The main causes of complaints
- Reasons for losing a customer
- The role of the organization management in dealing with customer complaints and suggestions
- The employee's role in dealing with customer complaints and suggestions
- Why do we have to be grateful for customer complaints?
- Why should we encourage complaints?
- The importance of training and support to reduce customer complaints
- How can customer complaints be reduced?
- Code of conduct for handling customer complaints
- Dealing with different styles of clients
- How to prepare to address customer objections
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Significant transformations in CRM
- Important shifts in customer relationship management
- Customer evaluation
- Data focused on customer relationship management
- Information exploration - building an information data base
- Reasons for the failure of the CRM project
- Dealing with Customer policies
- Customer relationship management strategy
5
5
Target Competencies
- Customers Orientation
- Analytical Thinking
- Understanding The Customer
- Analysis of Customers’ needs and wants
- Customers Complains Analysis and Management
- Customers Value Management
- Selling
- Marketing
5
5
Course Methodology
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This training course will be carried out through the use of best practices and the right combination of engaging and purposeful tools such as:
- Practical, relevant case studies
- Group activities and workshops
- Related role plays
- Experiential learning
- Brainstorming
- Stimulating mental activities
- Engaging team competitions
- Suitable training Videos
- Presentations
- Self–assessments
- Learning with Simulations and Games
Managing Customers' Relationships and Experiences (Virtual)
4400 SAR
5 Days
Course Dates & Locations
*Prices do not include value added tax.
For more information, do not hesitate to contact us
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