CRM, or Customer Relationship Management, is a company-wide business strategy designed to reduce costs and increase profitability by solidifying customer loyalty. True CRM brings together information from all data sources within an organization (and where appropriate, from outside the organization) to give one, holistic and 360 view of each customer in real time. This allows customer facing employees in such areas as sales, customer support, and marketing to make quick yet informed decisions on everything from cross-selling and up selling opportunities to target marketing strategies to competitive positioning tactics .

In this Module you will find:

1- CRM For Newbie’s

A Quick overview CRM presentation takes your through:

1. Market Status At Present
2. What Is CRM?
3. What is the need for it? And why was it introduced to Your Company?
4. Customer Pyramid
5. Customer Quadrant Loyalty Vs Value
6. CRM Business Strategy Goals
7. Process Improvement
8. Kaizen
9. Product and customer strategies
10. The strategies of CRM
11. Determining the CRM “maturity levels”
12. Evolving business processes to customer centricity
13. The inter-related aspects of CRM
14. The core CRM areas
15. CRM Cake
16. Customer Lifecycle Map
17. Failure to Achieve Business Benefits

2-      CRM Success – Quick Guide

3-      CRM Maturity Evaluation Tool

This spreadsheet system allows you to conduct a mini CRM Service Management Assessment. It has been developed as a low cost way to highlight areas that require particular attention. This in itself is a time saving (and therefore) cost saving exercise.

This spreadsheet has been designed for 12 participants. You could use multiple spreadsheets to do a large group or modify formula’s etc

You can use this spreadsheet as the starting point for enhancements (one suggestion is to use Pivot Tables, for even more powerful analysis).

4-      Introduction To KPIs ( Key Performance Indicators )

5-      KPI and How To Track Performance

1. WHAT IS A KPI?
2. Useful hints
3. Objectives
4. Highlights and quantifies successes
5. Types of Performance Tracking mechanisms
6. Levels of Reporting systems
7. Success Factors

Step To CRM Kit Full Contents: