CRM- Customer Relationship Management

CRM, once a buzzword like many others before it, has come of age and remains in the periscope at the highest level of most organisations. Starting in the business to consumer (B2C) arena, CRM is now reaching into business- to business (B2B) settings. Finally, technology and marketing are truly coming together.

Robenny - School Of Business designed this course to take a practical whole-of-business approach to getting results through CRM from pivotal strategic decisions that need to be made, to practical tactics that can be put into effect tomorrow.

Participants are given several individual time slots to complete their own CRM game plan and to apply ideas they have been exposed to in the course.

How You Will Benefit

Participants will be able to use the knowledge from this course to compare their Customer Relationship Management programmes with best practice and build in fresh thinking and practical ideas for doing better.

Who Should Attend

This course is specifically designed for managers in organisations who:

• Are considering where to start with CRM- waiting until technology and strategy has proven itself
• Have been actively managing their customer bases for years with good success, but wonder where to go next
• Have invested heavily in CRM and are seeking to leverage their spend

What You Will Cover

• Key CRM moves and their value gains
• What is relationship strategy and how it can be formed
• Mutual value creation and the customer
• What are the best relationship marketers doing- exploring best practice in B2B and B2C 
• Good customers, bad customers; good money, bad money
• Planning for CRM ROI
• Relationship phases, relationship concepts and relationship experience design
• Organising for CRM
• Radical CRM thinking
• Customer management "gems"