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ILM Level 5

Managing Customer Relations (509)


Description
COURSE OVERVIEW
Managing relationships with customers has become a critical organizational competency. CRM is vital for customer retention, and E-CRM has become an essential tool in customer retention, and increasingly in customer acquisition. The Global 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 organization-wide management system which will improve your firm’s 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 organization wide CRM strategy this will also involve an analysis of the customer journey, and identification of the key customer touch points and strategies to optimize 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 DETAILS
- Suitable For: Middle and Senior Managers and marketing professionals
- 509 Managing Customer Relations (3 credits)
- Course Duration: 20 Hours
- Certification: Download your Certificate on completion
- Additional Resources: Download comprehensive Learners manual, additional articles and worksheets
Content
  • Managing Customer Relations 1 - Getting Started
  • Video - How bad is bad customer service?
  • Managing Customer Relations 2 - The Importance of Customer Loyalty
  • Managing Customer Relations 3 - Knowing your Customers
  • Managing Customer Relations 4 - Understanding the Business Environment
  • Managing Customer Relations 5 - PESTEL Analysis
  • Managing Customer Relations 6 - The Customer Oriented Buiness
  • Managing Customer Relations - Quiz 1
  • Managing Customer Relations 7 - Understanding the Value Chain
  • Managing Customer Relations 8 - Understanding the Supply Chain
  • Managing Customer Relations - Quiz 2
  • Managing Customer Relations 9 - CRM and Marketing
  • Managing Customer Relations 10 - CRM and Sales
  • Managing Customer Relations - Quiz 3
  • Managing Customer Relations 11 - CRM and Customer Service 1
  • Video - What is CRM?
  • Managing Customer Relations 12 - CRM and Customer Service 2
  • Video - Integrated CRM Software (Microsoft Dynamics)
  • Managing Customer Relations 13 - Deploying a CRM System
  • Managing Customer Relations 14 - Wrapping-up
  • Managing Customer Relations - Quiz 4
  • Managing Customer Relations - Course Evaluation
Completion rules
  • You must complete 90.00% of the content
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