CRM Alive!

Training Bringing CRM to life

This customer service training program helps participants develop an understanding of the concepts and ideas on which CRM is based. The focus is on personal attitudes, opinions and the decision to "do" CRM. Transferring these ideas to everyday work situations brings concepts to life, helping to ensure that participants will remember and apply in practice what they have learnt.

Target audience

All staff who are instrumental in using your CRM system effectively.

High spots

 What is CRM and why bother? 

  • CRM Keynote: What modern business can learn from a corner shop
  • CRM and the personal advantage
  • The hard and soft side of CRM
  • Bringing CRM alive

 CRM in internal interactions

  • Together for the customer: CRM in internal interactions of departments
  • Communication between departments and co-ordination of an aligned use of CRM 

Understanding and using data for the benefit of customers

  • Relevance of data quality (accurate and up-to-date) to the process
  • Recognizing relevant data in customer contact situations
  • Handling customer data in various phases of the CRM process

Personal behavior and engagement

  • Turning customer knowledge into sales and service excellence
  • Establishing emotional contacts positively and individually, gaining qualitative data
  • Attitudes at work: parable of the Single Bagger and the Double Bagger 

What participants will walk away with

As a result of attending this program individuals will:
  • Better understand their role in bringing CRM to life
  • Be better able to establish individual and personalized customer contacts
  • Be aware of the importance of data quality
  • Improve success by establishing long-lasting customer relationships
  • Be better motivated to use the CRM system
  • Specify their sales and service activities and thus contribute to business excellence 

 

Key learning points & outcomes

Making customer relationship management really happen

We can often observe that CRM investments are rather high on the technical side, whereas proper investment into understanding, making sense of, and ‘living’ CRM is seldom executed. The result is that:
  • staff are not sure about what CRM is really all about, what the point is and what role they should play and why;
  • customers do not feel like receiving personal attention and personalized service at the customer touch-points;
  • important information from conversations with customers are not added to the system, leading to declining relevance and use of information stored. 
CRM Alive! is not only a practical “how-to” customer service and sales training course that takes participants into the world of customer relationships, but also provokes and inspires changes in related thinking, attitudes and habits.
 
CRM Alive! can support the implementation or revitalization of your Customer Relationship Management system and effectively helps to really make it happen. We inspire passion and belief in that each single employee, as an individual, can make a meaningful contribution to a long-lasting, individual and personalized relationship with customers.
The program helps every organization to make the best use of their CRM systems and translate process and technology to actual service excellence and success in sales.
 
The CRM Alive! customer service training program focuses on addressing 3 key questions:
  • How do we build relationships with our customers that feel authentic, individual and relevant to them?
  • How do we store, manage and utilize information we gather about our customers’ needs meaningfully, so these will actually help us be there for them at the right time and engage in relevant, personalized interactions with them?
  • How do we really engage in using CRM across the organization in a meaningful way that goes way beyond a simple tick-box approach and actually helps us improve our sales and customer service?

Course form

  • 2-day in-house classroom training program
  • Group size: 12