Course Objectives:
Customer Relationship Management portrays the reputation of an organization. It is an important brand feature which also determines the prominence of an organization in a business environment. The “Customer Relationship Management” training will educate participants on a variety of techniques involved with building, managing, and the value of having a Customer Relationship Management system.

Benefits of the Course:
At the end of the program, participants will be empowered to:
*    Understand the concept and importance of Customer Relationship Management.
*    In-depth knowledge of various methodologies involved with managing relationships with customers.
*    Understand why CRM is essential for attracting, retaining and growing loyal customers.
*    Determine the uses and objectives of implementing CRM.
*    Apply CRM for improving marketing sales, customer service and customer contact.
*    Understand best practices in implementing a CRM strategy.

Course Overview:
*    Defining Customer Value in CRM
*    The Customer Loyalty Compass
*    Customer Segmentation and Profiling
*    Customer Feedback Management
*    CRM Best Practises and Types
*    Business to Business and Business to Customer CRM Factors
*    Evaluating CRM by Functionality, Architecture and Needs
*    CRM Readiness Assessment
*    A CRM Adoption Strategy
*    The CRM Process - Standards and Optimization
*    CRM Technology
*    The People Factor in CRM
*    Change Management for CRM Success
*    Aligning Best Practises and Global Standards
*    Costing CRM Projects and Total Cost of Ownership
*    Why CRM projects fail
*    Critical Factors for Implementing CRM
*    Marketing and Branding Implications of CRM
*    The Service Value Chain essentials
*    A CRM Implementation Road Map
*    Post Implementation CRM Needs
*    A CRM Software Selection Guide

Who should Attend:
*    Segment Managers
*    Relationship Managers
*    Sales and Promotion Managers
*    Business Development Managers

Venue:
Accra, Ghana

Date:
18th - 20th July, 2012

Course Fee:
N210, 000.00 (Non Residential Fee, Exclusive of VAT)
N300, 000.00 (Residential Fee, Exclusive of VAT)