CRM
Customer Relationship Management
PROGRAM: Acquire in the company a vision of CRM as a business strategy, rethink work according to the principle of "customer centricity", measure customer satisfaction to improve the company's performance towards the customer.
OBJECTIVES: Set up the relationship with the customer to maximize loyalty, design an excellent Customer Experience, differentiate the commercial relationship approaches for each type of customer (Buyer Personas), define the specifications of the customer database, organize the data and internal communication.
SUBJECTS:
• Customer Centricity, business strategy and IT systems.
• The Customer DataBase, objectives, content and methods, customer profiling, value and knowledge tools.
• CRM processes, Customer Touch points, Customer Journey, the value chain supported by the entire business process.
• People, CRM as an integrated strategy at the human resources level, involvement, training in the use of technology. Aspects of “change management”, Voice of the Employee, Customer orientation (reliability, empathy, responsiveness).