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customer
service programmes
Customer Relationship
Management
Benefits to You
for teams to be successful, they must focus on customer retention.
Yet, studies have shown that 70 per cent of all Customer Relationship
Management (CRM) implementations fail (McKenzie, 2001), and a
major reason for the low rate of success arises from a failure
to adopt holistic CRM initiatives that includes value creation,
staff motivation, and customer-oriented structure design. Companies
that have embarked on CRM initiatives from a technology perspective
have, generally, not been successful in their implementations.
Consequently, this workshop aims to enrich participants' knowledge
of the real meaning of CRM, so that when implementing CRM in their
organisations, they do not fall into the trappings of technology.
Workshop Outline
• Know the Real Meaning of CRM
• Implement Good CRM initiatives According to the Five Steps
Approach, which include :
• Creating value
• Segmenting customers by value
• Establishing customer goals
• Ensuring organisational alignment
• Developing organisational linkages
• Create New Value for their Customers with the ValueSpace
Model
• Rank their Customers in Terms of Value. This is because
customers are not equal, with some being more valuable to the
company than others
• Map Customer Goals to Financial Goals. They will also
know how to evaluate the Life Time Value of a Customer, which
is very important for Strategy Formulation
• Design Organisational Forms that support CRM initiatives.
Organisational Structures, Cultures, Levels of Employee Motivation
are important to CRM Success
• Determine whether an Organisation's CRM Strategy is Paying
Dividends through Choosing and Monitoring Appropriate Customer
Metrics
Who Must Attend
This workshop is designed by singapore teambuilding and is useful
to strategic decisions makers, managers / executives in sales,
marketing, loyalty programmes, customer support, account management,
operations finance and human resource.
duration: 14 hours
*programme timing can be
tailored to meet your requirements
featured articles:
the
hawthorne experiments and employee motivation
what
has teamwork got to do with customer service?
understanding
DISC - how does it help me?
team brainstorming
method
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