PCCS-MKTG-01 - Introduction to CRM  and Customer Management

Pricing: $250 per participant (contact us for group pricing)
Duration: half day

Course synopsis

What is a CRM?
   CRM concept, CRM role

CRM Basics
   CRM ecosystem, Business process automation, collaboration, analytics

Benefits of a CRM

CRM Marketing and Sales Process
   Relations, customer satisfaction vs customer loyalty, customer differentiation, sales process

Key Function of the Business Process

Measure of Customer Satisfaction
   Satisfaction, insatisfaction, management concern with satisfaction, base factors influencing satisfaction, perceived quality, consequences of satisfaction or insatisfaction, Net Promoter Score