Euroasia Training Euroasia Training
AR

Marketing and Customer Experience Management

CRM Systems for Customer Relationship Management

12 units

Please select a city/session before registration.

About this program

CRM systems are vital tools for organizations aiming to oversee customer interactions, streamline sales processes, and provide tailored service. By consolidating customer information, these platforms enable businesses to synchronize their marketing, sales, and service efforts. This course explores CRM strategy, system selection, data management, sales and marketing automation, customer service integration, analytics, and emerging trends in digital CRM. Participants will acquire practical knowledge on leveraging CRM solutions to enhance customer experience and overall organizational effectiveness. Delivered by EuroQuest International Training, the program combines case studies, practical workshops, and system demonstrations to equip professionals with the skills necessary to optimize CRM implementation and realize greater business value.

Key outcomes

  • Explain the significance of CRM within customer-focused business frameworks
  • Effectively select and deploy CRM systems
  • Handle customer data to generate actionable insights
  • Utilize CRM platforms to automate sales and marketing activities
  • Integrate customer service functions with CRM solutions
  • Leverage analytics to boost customer engagement and loyalty
  • Maintain data governance and ensure compliance in CRM usage
  • Promote collaboration among sales, marketing, and service departments
  • Evaluate CRM adoption against industry benchmarks
  • Align CRM initiatives with strategic business objectives
  • Implement sustainable and ethical customer management practices
  • Develop CRM strategies that support digital transformation readiness

Who should attend

  • Leaders in sales and marketing
  • Managers overseeing customer service
  • Professionals in business development
  • Heads of IT and digital transformation
  • CRM and customer engagement consultants

Course outline

1

Unit 1: Overview of CRM Systems

  • The role of CRM within contemporary business strategies
  • Advantages and obstacles in adopting CRM
  • Case analyses of effective CRM deployments
  • Interactive session on CRM preparedness
2

Unit 2: Aligning CRM with Business Strategy

  • Connecting CRM initiatives to corporate goals
  • Frameworks for customer-focused strategies
  • Achieving stakeholder consensus in CRM implementation
  • Collaborative exercise on strategic alignment
3

Unit 3: Overview and Selection of CRM Platforms

  • Evaluating top CRM platform options
  • Key considerations for choosing CRM solutions
  • Comparing cloud-based and on-site CRM systems
  • Hands-on CRM system assessment activity
4

Unit 4: Management of Customer Data

  • Techniques for gathering and handling customer information
  • Maintaining data integrity and system integration
  • Data protection and regulatory compliance standards
  • Practical workshop on data governance
5

Unit 5: Automation of Sales Force in CRM

  • Managing sales pipelines and tracking leads
  • Streamlining repetitive sales processes
  • Utilizing CRM for forecasting opportunities and revenues
  • Simulation exercise for sales automation workflows
6

Unit 6: Marketing Automation Using CRM

  • Implementing targeted marketing campaigns and segmentation
  • Personalization strategies and omnichannel marketing
  • Using CRM for marketing data analysis
  • Workshop on automating marketing campaigns
7

Unit 7: Integration of Customer Service and Support

  • Leveraging CRM for superior customer service
  • Management of tickets, cases, and service portals
  • Monitoring service with real-time dashboards
  • Case studies highlighting service-centric CRM
8

Unit 8: Performance Metrics and Analytics

  • Key performance indicators for monitoring CRM effectiveness
  • Analyzing customer lifetime value (CLV)
  • Utilizing dashboards and data visualization tools
  • CRM analytics simulation exercise
9

Unit 9: Mobile and Social Media CRM

  • Applying mobile CRM solutions for field operations
  • Integrating social media with CRM platforms
  • Examples of mobile and social CRM usage
  • Interactive workshop on connected CRM environments
10

Unit 10: Governance, Compliance, and Risk in CRM

  • Ensuring data security and compliance with GDPR
  • Managing risks related to customer data usage
  • Ethical issues in CRM strategy development
  • Examples of governance frameworks in practice
11

Unit 11: Emerging Trends in CRM Systems

  • Incorporating AI and predictive analytics into CRM
  • Voice-activated and conversational CRM technologies
  • Current trends in digital CRM transformation
  • Group discussion on forthcoming CRM innovations
12

Unit 12: CRM Strategy Capstone Project

  • Collaborative project on CRM system strategy development
  • Creating implementation and adoption plans
  • Presenting CRM-driven organizational transformation proposals
  • Formulating action plans for company-wide adoption