Managing Customer Relations

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COURSE OVERVIEW

Managing relationships with customers has become a critical organisational competency. CRM is vital for customer retention, and E CRM has become an essential tool in customer retention, and increasingly in customer acquisition.

The CMD Management Academy CRM training course provides the framework for relevant customer engagement through customer relationship management. It provides a strategic approach to customer engagement enabling you to build an integrated organisation-wide management system which will improve your firms sales process, build customer loyalty, and significantly improve your bottom line.

The course provides guidance on setting a vision and purpose for CRM, and tools and resources for the development of an organisation wide CRM strategy. This will also involve an analysis of the customer journey, and identification of the key customer touch points and strategies to optimise the customer experience. You will also learn how to review and evaluate your customer supply chain to identify opportunities for improvement in procurement, distribution, and logistics.

In addition, you will learn how CRM can be applied in Marketing, Sales and Customer Support, and the range of technologies available for standalone CRM and fully integrated CRM systems.

Finally, you will learn how to evaluate and select CRM systems for your organization, and how to plan for and implement a successful CRM project.

COURSE CONTENT

The content of this course includes:

  • Understanding Customer Relations
  • CRM and Customer Loyalty
  • CRM in Marketing
  • CRM and Sales
  • CRM and Customer Service
  • CRM and Key account management
  • CRM in E-Business
  • Understanding the Customer Supply Chain
  • CRM and Supply chain management (SCM)
  • CRM and integration with ERPs
  • How to select a best fit CRM systems
  • How to plan for successful CRM implementation

WHO IS THIS COURSE SUITABLE FOR?

This course is suitable for experienced Supervisors, and Managers from all types of organizations, tasked with planning for and implementing change in the organisation.

6 REASONS TO ENROL IN THIS PROGRAM NOW!

  • CMD Management Academy is an ILM Quality Approved Training Academy.
  • You get a CMD Management Academy Certificate
  • All CMD Management Academy courses are iPad and Mobile device compatible.
  • You get real value for money (E-learning costs a fraction of conventional learning).
  • You can get started immediately.
  • You can learn at your own pace, at home, at work, anywhere you choose.

LEARNING WITH CMD MANAGEMENT ACADEMY

  • Online presentations
  • Online quizzes
  • Online videos
  • Downloadable learning manual / workbooks / templates/ articles (manuals contain between 60 and 100 pages)

ADMISSION REQUIREMENTS

There are no formal entry requirements for this course. Candidates will be working in, or preparing for work as a first line supervisor, team leader or manager.

COURSE DURATION

This course will take you approximately 20 hours to complete. Learners have access to the course for 30 days from the date of enrolment to complete the course.

ASSESSMENT

Assessment in this program takes the form of Online-quizzes (normally 3 in each course). Each quiz has a pass mark of 70% and you can take the quizzes as many times as you wish.

CAN I GET ILM CREDITS FOR THIS COURSE?

Yes, this course meets the requirements for ILM course: 8607-407 Manage and implement change in the organization (6 credits). To qualify for the credits, you will need to complete the written assignment. Contact us to register for an ILM qualification.

CERTIFICATION:CMD Management Academy Certificate.

COURSE DELIVERY:This is a fully online course.

RESOURCES

Downloadable Learners manuals are provided for your course, along with additional articles, workbooks and worksheets.

ILM QUALIFYING COURSE

8607-509: Managing Customer Relations

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