Strong customer relationships are the foundation of lasting revenue, and CRM — both the strategy and the systems — is how organisations build and manage them at scale. This program equips participants with practical CRM skills, covering how to use CRM strategy and tools to win, keep, and grow profitable customer relationships.
As CRM becomes central to sales and marketing, these skills are highly valued. This course combines CRM strategy with practical system use and introduces emerging trends in CRM.
Course Objectives
Upon the successful completion of this program, attendees will be able to:
- Understand CRM concepts
- Understand CRM as strategy and system
- Understand the customer lifecycle
- Segment customers
- Manage the sales pipeline in CRM
- Manage leads and opportunities
- Track customer interactions
- Manage customer data and quality
- Apply CRM for marketing
- Apply CRM for sales
- Apply CRM for service
- Personalise customer engagement
- Apply CRM analytics and reporting
- Drive retention and loyalty with CRM
- Implement and adopt CRM
- Apply emerging trends in CRM
Course Outline
- Module 1: CRM Concepts
- Module 2: CRM as Strategy & System
- Module 3: The Customer Lifecycle
- Module 4: Segmenting Customers
- Module 5: Managing the Sales Pipeline
- Module 6: Managing Leads & Opportunities
- Module 7: Tracking Customer Interactions
- Module 8: Customer Data & Quality
- Module 9: CRM for Marketing
- Module 10: CRM for Sales
- Module 11: CRM for Service
- Module 12: Personalising Customer Engagement
- Module 13: CRM Analytics & Reporting
- Module 14: Driving Retention & Loyalty
- Module 15: Emerging Trends: CRM
Who Should Attend
This course is intended for sales, marketing, and service professionals, and managers who want to use CRM strategy and tools to manage customer relationships. No prior experience is required.
Registration & Inquiry
For more details & inquiry, please contact us at:
