Customer Relationship Management

DESCRIPTION Companies e-business prospects are often derailed by poor customer support because companies don’t understand the frantic pace of Internet time. Procurement, fulfillment, and post-sale support can be severely crippled by poor communication channels. Customer Relationship Management explains the circular relationship between suppliers, technology, and customers, which together provide the infrastructure for customer support in an e-business environment. Managing relationships with customers has become a critical organizational competency. Get winning strategies for acquiring and retaining customers by leveraging the latest advanced technologies. This course will teach you how to select the right tools for your business, so it can grow today and on into the future. Lagging means lost customers, which means damage to the bottom line. But how do you not lag when customers are moving lightning fast to demand constant changes in the speed to complete their transactions? How do you keep your customers when they move to another company is nothing more than a mouse click and a minute away? CRM is the answer. Customer Relationship Management, a strategy that leverages very advanced technologies is the way to cut to the 21st Century business chase.   OBJECTIVE

1. Pemahaman Service Excellence
2. Menciptakan Pribadi yang Excellence
3. Menciptakan Kinerja Selaras
4. Organizational Excellence

MATERI

• What is CRM?
• Understand the importance of CRM
• CRM as a core part of business strategy
• Practical insights on how to apply CRM
• 3 elements to consider in of CRM implementation
• People
• Putting Customers at the Center of your Business
• Are all customers created equal?
• MVCs, MGCs, BZCs
• Segment, segment, segment
• Calculating your Customer’s Lifetime Value
• Getting your people on board
• Managing change
• Process
• Identification
• Differentiation
• Interact
• Customize
• Retain
• Technology
• Operational CRM
• Collaborative CRM
• Analytical CRM
• Social CRM
• Coming up with a framework for implementing CRM
• Phase I: Planning
• Identifying and Prioritizing Needs
• Defining Options
• Committing to a course
• Phase II: Implementation
• Creating Detailed Specifications
• Developing Systems and Processes
• Integrating with Current Systems and Processes
• Training People
• Phase III: Operations
• Operating
• Monitoring
• Modifying per Changing Circumstances

WHO SHOULD ATTEND

• Middle and senior level managers from marketing, e-commerce, sales and operations, strategic planning and general management
• Senior technology and information managers who support marketing, e-business and CRM programs
• Product, brand, e-marketing and advertising managers
• Finance managers responsible for customer profitability measurements and analysis sales and service managers

TRAINING METHOD Presentation Discussion Case Study Evaluation                FACILITY Training Kit Handout Certificate Lunch + 2x Coffee Break Souvenir Pick Up Participant (Yogyakarta)