Organisation: PSB Academy
Category: CRM Training
Description: This programme equips you with the tools to select profitable customer portfolios. It also discusses the strategies for managing the Customer Life Cycle, from customer acquisition, customer retention to handling of service recovery and complaints. At the end of this programme, you should be able to apply these tools and strategies to your CRM activities.
Key Benefits:-
Understand the benefits of CRM and the activities that constitute a CRM system
Use Customer Lifetime Value, BCG Matrix and the McKinsey/GE
Customer Portfolio Matrix to select customer portfolios
Plan relationship management strategies that balance revenue against costs of service
Manage the activities of the Customer Life-Cycle, i.e. customer acquisition, retention & recovery
Set-up performance indicators to measure the effectiveness of
CRM activities at each stage of the Customer Life-Cycle
Analyse the data to be collected to support CRM implementation evaluation
Planning for a CRM evaluation system
Course Content:-
What is CRM?
The Ladder of Customer Relationships
Components of a CRM System
Segmenting the Market
Customer Portfolio Selection
Initiation Strategies for Customer Acquisition
Customer Experience Mapping
Customer Retention Strategies
Service Recovery Strategies
Complaints Management
Setting up performance indicators to measure effectiveness of Customer Acquisition, Retention & Recovery
Measuring Customer Satisfaction
CRM Information System - Data Mining, Collection & Dissemination
Course Details
Duration: 2 days (14 hrs)
Price: USD $449.40
Contact: PSB Academy
355 Jalan Bukit Ho Swee
Singapore 169567
Email :
applypsb@psb-academy.edu.sg
Webmail :
http://www.psb-academy.edu.sg
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