PHILOSOPHY OF THE PROGRAM
The programme CRM Alive teaches an awareness of the ideas on which CRM is based. It aims to teach each participant an understanding of the concept of CRM. The focus is on personal attitudes, opinions and the decision to "do" CRM.
We observe that CRM investments are rather high on the technical side, investments for sense, understanding and living CRM are seldomly executed. The effect is:
- employees are not sure about their role for CRM
- absence of a personalized CRM-feeling at the Point of Sale
- data from conversations with customers are not added to the system and declining data quality.
CRM Alive supports the implementation of Customer Relationship Management and really make it happen. We address the passion and believe, that the employee as an individual makes a valid contribution to a long-lasting, individual and personalized relationship with customers.
The programme helps your organisation to make the best use of your CRM software in terms of service excellence and success in sales.
CONTENT OF THE PROGRAM
- Welcome and Introduction
- Module 1: What is CRM? – Understanding and Strategy
- Module 2: CRM - Why Bother? – Why CRM / Benefits of CRM
- Module 3: Moving the Goalposts – Willingness to Change
- Module 4: What can I Do? – Your Role in all this
- Module 5: Up Close and Personal – Personalizing Contact
- Module 6: Internal Affairs – Integration of business units
- Module 7: Keep Them in the Loop – Loyalty and buying cycle
- Module 8: The Devil’s in the Detail – Data Quality
- Module 9: What Will I do? – Action Planning
WHAT CAN BE ACHIEVED
As a result of attending this programme individuals will :
- understand their role in bringing CRM into live
- be able to create an individual and personalized customer contact
- be aware of the importance of data quality
- improve success by establishing long-lasting customer relationships
- be motivated to use the CRM system
- specify their sales and service activities and thus contribute to business excellence
WHO SHOULD ATTEND AND BENEFIT FROM THE PROGRAM
This programme is for everyone in the company who is working with CRM systems.
