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CRM: how to build effective customer relationship management

Duration & Format
12 Hours

Mode
Hybrid

Location
Milan and On-Line

Start / End Dates
15 november 2024
16 november 2024

Teacher
Francesco Grossi

Price
625 € one course
500 € from three courses

Description

This module aims to enable participants to understand and fully exploit the potential of a CRM system.

CRM must be understood as a revenue center and not exclusively as a cost center, so it must be structured in an optimized manner.

With a customer-centric perspective that favors omnichannel tools, we will go about addressing all the various touchpoints of the customer journey toward a common goal: customer loyalty.

Some specific exercises will enrich the module.

who is adressed

Ideal recipients are specialists or managers about to activate a CRM system in the company or those who have already activated it me wish to strengthen their skills.

OBJECTIVES and skills

The module will enable participants to acquire strategic skills in CRM.

CRM is strategy, it is a technological tool, and it is also a work design mode that must be assimilated over time.

EXPECTED LEARNING OUTCOMES

Students will be able to understand what it means to use a CRM and reap its greatest benefits. They will be able to build customer journeys, loyalty programs and customer retention strategies.

They will also be able to make choices about which platforms are best for their companies.

SKILLS TO BE DEVELOPED WITHIN THE MODULE

Specific skills that will be acquired are listed below:

  1. Strategic skills related to dealing with each touch point of interest in an omnichannel context
  2. Skills in managing lead generation activities
  3. Skills related to the construction of a Customer Journey
  4. Analysis of data related to customer buying behavior
  5. Skills in making data-driven strategic decisions

THEMES ADDRESSED

THEME 1 : Definition of CRM and its use in the enterprise.

THEME 2 : Database management and lead generation activities.

THEME 3 : Customer Journey, touchpoints and buyer personas

THEME 4 : Segmentations and communication campaigns.

THEME 5 : Loyalty Programs and main CRM platforms.

MODULE PROGRAM / MACRO DESIGN

ON DEMAND – 1h: 

PART 1 : Introduction and first insights on CRM

PART 2 : Theoretical part on the Customer Journey

IN PRESENCE – 7h (9:30 – 12:45 + 14:00 – 18:15) :

PART 1 : Definition of CRM

PART 2 : Database and lead generation

PART 3 : Customer Journey creation process.

PART 4 : CRM analytics to support strategic decision making.

PART 5 : Customer Journey creation exercise.

IN LIVE STREAMING – 4h (9:30 a.m. – 12:45 p.m.) :

PART 1 : DB segmentations and communication campaigns.

PART 2 : Construction of a Loyalty Program

PART 3 : Main CRM platforms for companies

PART 4 : Exercise on the creation of a Loyalty Program

WARNINGS AND PREREQUISITES REQUIRED

The module is for workers in Marketing / Sales / IT who are interested in CRM.

Methods of Enrollment and Customization of the course

For any information, requests for assistance and course customization, please contact us!
To submit your application, analyze the best content for your needs, and customize your course send us an email with your request, along with a contact information.

For info and registration: info@dibs-school.com

Are you ready to personalize your training? Contact us!

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