Customer Relationship Management (CRM) Course

Introduction

    The importance of training courses is not only limited to professional life, as most of us think but training courses aim to transfer knowledge and practical experiences that enrich the skills of individuals and enhance their self-confidence, which contributes to the preparation of cadres which in turn contributes to the development and progress of institutions. Therefore, Strategic Vision Training Center aims to enhance the skills and experiences of individuals through the strongest training programs to keep pace with every development in the labor market.

Objectives

• Developing the organization's strategy in the "Customer Relations Department"

• Identifying the main initiatives that enhance the implementation of the concept of "Customer Relations Management"

• Analysis of the benefits and costs of implementing the "Customer Relationship Management" strategy

• Designing a change management program to contribute to the success of the implementation process

Who should attend?

Marketing managers and specialists and their assistants, those responsible for customer relations

Course content:

• Customer Relations Management:

  • Defining what is meant by the concept of customer relationship management.

  • The importance of the concept of customer relationship management.

  • The strategic framework for the concept of customer relationship management.

  • Key points in the application of customer relationship management.

  • The difference between traditional and holistic focus in relationship management.

  • The nature of the institution's relationship with the client.

  • The client's interaction with the institution.

  • Tips in managing the relationship with the client.

  • Focus on the customer:

• The difference between traditional and holistic focus in relationship management

  • Overall goals to focus on the client.

  • Focus skills in dealing with the client.

  • Methods of collecting data about the level of service.

  • Distinguished Service Level Quality:

• The main distinguishing features of service quality.

  • Steps to identify weaknesses in service provision.

  • The basic elements of success in providing the service.

  • Double the added value of the service.

  • Methods of collecting data about the level of service.

  • The right five things in the distribution of interests.

  • Needs, requirements and measurement of customer satisfaction:

• Knowing and understanding the needs and requirements of the client.

  • Customer satisfaction model.

  • Listening to the client's goals.

  • The sophisticated approach to the client's needs.

  • Opportunities to satisfy the customer.

  • Desired value model for the customer.

  • Breaking down obstacles to gaining customer satisfaction.

  • Principles of measuring customer satisfaction.

Training methods:

• Case studies and practical exercises

• Role-playing

• Work simulation exercises

• Related videos

• Visual display

• Group workshops

• Guidance

Preparing the training bag

• At Strategic Vision Training Center, we are always keen on providing the best standards for the training content we offer

• Each program and training bag should include several axes:

           Analysis - Design - Development - Implementation – Evaluation

• In addition to, specialized team in designing training materials with the best quality standards which is appropriate to the needs and variables of training

Preparation of the training environment

One of our top priorities

• Choosing a training site, which is easy to be accessed by the trainees and that the training halls are suitable for the training program in terms of quality and luxury standards that we are keen on

The following factors are taken into consideration when choosing a training hall:

•  General atmosphere (space - system - ventilation)

•  Equipment of the hall (a place for rest periods - the quality of the offered food and beverage)