Effective Customer Relationship Management (CRM)

Introduction to Customer Relationship Management

• Overview of CRM and its role in business
• Key components of CRM: people, processes, and technology
• Types of CRM: operational, analytical, and collaborative
• Benefits of CRM for businesses and customers

CRM Strategies and Implementation

• Developing a customer-centric culture
• Identifying and segmenting target customer groups
• Creating personalized communication strategies
• Building customer loyalty through CRM

CRM Tools and Technologies

• Overview of CRM software and platforms
• Integrating CRM with other business systems
• Automating customer interactions and data collection
• Leveraging social media and mobile CRM

Measuring and Optimizing CRM Performance

• Key performance indicators (KPIs) for CRM success
• Analyzing customer feedback and behavior
• Continuous improvement strategies in CRM

1ST BATCH: Monday, March 30, 2026 — Thursday, April 2, 2026.

2ND BATCH: Tuesday, July 21, 2026 — Friday, July 24, 2026.

3RD BATCH: Tuesday, November 17, 2026 — Friday, November 20, 2026.

The training methodology integrates lectures, interactive discussions, collaborative group exercises, and
illustrative examples. Participants will acquire a blend of theoretical insights and hands-on practical
experience, emphasizing the application of learned techniques. This approach ensures that attendees return
to their professional environments equipped with both the competence and self-assurance to effectively
implement the acquired skills in their responsibilities.