Course Name : Customer Relationship Management (CRM)
Course Code : CSS-150
Course Duration : 3 Day(s)
Course Objectives:
To equip and acquaint sales force with comprehensive methodology of building strong long term and never ending bonds with customers on value realization and ultimate satisfaction basis using and exploiting information repositories located in , CRM system
Expected Accomplishments:
After the course, participants will be able to:
- Understand emotional need analysis of the customers
- Tricks and techniques to understand customer needs and build long term relationships
- Benefits and methods of providing value to the customer
- Know importance and practice of after sales service contacts plus customer support and care practices
Who can benefit:
Sales force involved in direct sale of products and service from management level to sales representatives
Prerequisites:
- Sales Experience
- Good communication skills
- PC Skills
Course Outline:
- What is customer relationship, retention and its management with objectives and why is it so important now
- Hoe to develop relationship and maintain it
- Benefits of customer retention
- What are and how to implement best practices of retention
- Tools and techniques of customer relationship for retention
- CRM system support
- CRM system model
- CRM system at Etisalat
- Credits and Collections policies
- SAP and CBCM system contribution
- Opening service screen windows
- Entering correct data for verification and analysis
- Using after sales service windows
- Use of customer care facility in SAP system.
Delivery Method:
Instructor lead classes with hands on exercises, applied case studies and practical demo Videos and group discussions
Related Training:
- Effective Selling Skills
- Business Communication Skills
- Selling product and services
