Mastering Customer Relationship and Marketing Skills Management

Objective:
• Equip participants with essential skills in customer relationship management (CRM) and marketing to enhance customer satisfaction and loyalty.
• Develop practical strategies for effectively managing customer interactions and optimizing marketing efforts.
• Provide insights into current trends and best practices in CRM and marketing to achieve business growth and success.
Course Content:
Understanding Customer Relationship Management (CRM)
• Definition and importance of CRM in business
• Key principles and concepts in CRM
• Benefits of effective CRM strategies
Building Customer Relationships
• Techniques for establishing and maintaining strong customer relationships
• Strategies for enhancing customer loyalty and retention
• Importance of customer feedback and its impact on business success
Customer Engagement Strategies
• Effective communication techniques in customer interactions
• Tools and methods for managing customer inquiries and complaints
• Personalization and customization in customer service
Marketing Strategies and Techniques
• Overview of marketing fundamentals
• Developing marketing plans and campaigns
• Digital marketing strategies for customer acquisition and retention
Social Media and Online Reputation Management
• Importance of social media in customer relationship management
• Strategies for managing online reputation and customer reviews
• Leveraging social media platforms for marketing purposes
Customer Data Management and Analytics
• Importance of data-driven decision-making in CRM
• Tools and techniques for collecting and analyzing customer data
• Using customer insights to improve marketing strategies and customer experience
Ethics and Compliance in CRM and Marketing
• Ethical considerations in customer relationship management and marketing
• Compliance with privacy regulations (e.g., GDPR, CCPA)
• Building trust and credibility with customers through ethical practices
Measuring and Improving Customer Satisfaction
• Methods for measuring customer satisfaction and loyalty
• Implementing feedback loops and continuous improvement processes
• Strategies for addressing customer concerns and enhancing service delivery
Team Collaboration and Customer-Centric Culture
• Importance of collaboration between marketing and customer service teams
• Creating a customer-centric culture within the organization
• Aligning business goals with customer needs and expectations

FOR WHOM:
Customer Service Managers/Staff, Sales Representatives, Admin Managers/Officers, Marketers, Supervisors, Team Leaders in various segments of the organization in both the Public and Private Sectors.

Methodology
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.

DATE:
1ST BATCH:        2nd – 4th Apr,                    2025      

2ND BATCH:       15th – 18th July,               2025
3RDBATCH:        11th – 14th Nov,               2025