Programme Description
Customer Relationship Management (CRM) in a very broad way can be defined as the efforts made towards creating, developing, and maintaining a healthy and long-lasting relationship with the customers using technology.
Learning Objectives
- To understand the core principles of customer relationship management from a marketing perspective, processes and their importance in business.
2. To know strategies for creating and managing customer value to build enduring relationships.
3. To measure and improve customer satisfaction, which in turn enhances customer retention rates.
4. To develop the ability to evaluate CRM effectiveness by using metrics and analyzing customer experiences to drive continuous improvement.
Training Modules
MODULE 1 – CUSTOMER RELATIONSHIPS
Customer Relationships
Why a Business Wants Relationship with its Customers?
Relationship Management Theories
MODULE 2 – MANAGING CUSTOMERS
21st Century Customers
Who is an Empowered Customer?
Customer Life Cycle
Consumer vs. Customer
Types of Customers
Customer Orientation
Relationship Marketing Process
Customer Acquisition
MODULE 3 – Customer’s Journey Mapping
What customer journey mapping is
Journey mapping stages
Touchpoints and channels
Goals, problems, and emotions
Crafting Existing Journey Map
MODULE 4 – Customer Experience Management
Understanding Customer’s purchasing Behaviour
Metrics for Measuring Customer Experience
Customer Experience Strategy and the Role of Customer Experience Design
Business Differentiation through Superior Customer Experience
Understanding Customers
Validating and Measuring the Impact of Customer Experience Design
The Role of Technology in Achieving Customer Experience
MODULE 5 – Managing the Customers
The New Customers
Strategies for Customer Acquisition
Phases of Customer Development
Strategies for Customer Retention
Strategies for Terminating Customer Relationship