Customer Relationship Management (CRM)
CRM is about “Keeping the old-time spirit of customer connection even when you cannot shake every hand”. Rather than use CRM to transform entire businesses, companies using CRM successfully have directed their investments toward solving clearly defined problems within their customer relationship base. CRM today results in highly focused projects that are relatively narrow in their scope. Achieving success with CRM is more difficult than expected and it is not just a matter of marketing and IT.
The seminar covers in two working days the key concepts of CRM and its implementation. Practical examples show the benefits of a data management strategy and the resulting benefits such as, amongst others, customer segmentation. The workshop will review the primary task of a CRM system that consists in supporting or performing the activities involved in customer contact processes and the secondary task that is related to providing customer and management information