- Course syllabus
- Who it’s for
- What’s included
- Delegate pack consisting of course notes and exercises
- Experienced Instructor
There are no formal prerequisites for attending this Customer Relation Management Training Course.
This course is intended for anyone who wants to enhance their skills in interacting with the customer on the phone or face-to-face. However, it will be more beneficial for:
- Customer Relationship Managers
- Customer Service Representatives and Executives
- Sales Support Representatives
- Call Centre or BPO Executives
- Business Development Executives
Customer Relation Management Training Course Overview
Customer Relationship Management (CRM) is a methodical strategy for creating and maintaining professional client connections. CRM is used to monitor and manage the company’s interactions with its clients in an effort to establish strong relationships. It helps sales and marketing teams enhance their relationships with customers without indulging in manual labour. It enables businesses to organise customer information so that they can keep in touch with clients while also growing their operations. Studying this training equips learners with sales forecasting techniques that can be applied and provide useful information for customer portfolio management. Pursuing this training helps individuals get equipped with the necessary skills and techniques to enhance their career opportunities and increase their earnings.
The Knowledge Academy’s 1-day Customer Relation Management Training course provides delegates with comprehensive knowledge about customer relationships. During this training, they will become familiar with customer portfolio management, which is the collection of mutually exclusive customer groups. They will also learn about customer retention and how to maintain continuous trading relationships with customers. This course will be led by our highly skilled and knowledgeable trainer, who has years of experience in teaching and will help delegates get a complete understanding of this course.
- To recognise why customer relationship management is important
- To understand the marketing aspects of customer relationship management
- To learn the basics of analytical customer relationship management
- To become familiar with how to enhance customer service, sales, and marketing
- To support teams and individuals in strategising and setting key milestones for using the CRM
At the end of this training, delegates will be able to manage customer relationships that boost purchase recurrence and attract new clients. They will also be able to develop a proactive approach that focuses time, resources, and efforts on the right customers.
Customer Relation Management TrainingCourse Outline
Module 1: Introduction to Customer Relationship Management
- What is Customer Relationship Management?
- Strategic CRM
- Operational CRM
- Analytical CRM
- Collaborative CRM
- CRM Constituencies
- Models of CRM
Module 2: Understanding Relationships
- What is a Relationship?
- Relationship Quality
- Why Companies Want Relationship with Customers?
- Why Customer Want Relationships with Suppliers?
- Customer Satisfaction, Loyalty, and Business Performance
- Relationship Management
Module 3: Planning and Implementing CRM Projects
- CRM Implementation
- Phase 1: Develop the CRM Strategy
- Phase 2: Build CRM Project Foundations
- Phase 3: Needs Specification and Partner Selection
- Phase 4: Project Implementation
- Phase 5: Evaluate Performance
Module 4: Developing, Managing, and Using Customer Related Databases
- What is a Customer-Related Database?
- Developing a Customer- Related Database
- Select the Database Technology and Hardware Platform
- Maintain the Database
- Desirable Data Attributes
- Data Integration
- Data Warehousing
- Data Marts
- Data Access and Interrogation
- Data Mining
- Privacy Issues
Module 5: Customer Portfolio Management
- What is a Portfolio?
- Who is the Customer?
- Disciplines for CPM
- Market Segmentation
- Sales Forecasting
- Activity Based Costing
- Lifetime Value Estimation
- CPM in the Business to Business Context
- Customer Portfolio Management Tools
- Customer Management Strategies
Module 6: Customer Relationship Management and Customer Experience
- Introduction to Customer Relationship Management
- What is Customer Experience?
- Experiential Marketing Strategies
- Customer Experience and the Role of CRM
- Features of CRM Software Applications
- Link Between Customer Experience and CRM
Module 7: Customer Retention and Development
- What is a Customer Retention?
- Manage Customer Retention or Value Retention
- Economics of Customer Retention
- Which Customers to Retain?
- Strategies for Customer Retention
- Positive Customer Retention Strategies
Why choose us
Our Cape Town venue
To make sure you’re always connected we offer completely free and easy to access wi-fi.
To keep you comfortable during your course we offer a fully air conditioned environment.
Full IT support
IT support is on hand to sort out any unforseen issues that may arise.
This location has full video conferencing equipment.
Cape Town has a population of around 430,000 inhabitants and is the third most popular place to live in South Africa. The city is the legislative capital of the country. The city has been named the world design capital. Cape Town has an unemployment rate of around 25% of residents not working. The city is the largest tourist destination in the whole of Africa, Its largest selling point is Table Mountain.The western Cape Education Department looks after all of the primary and secondary school in the district. The district is divided into seven, Metropole Central, North, South, and East. Cape Town has three universities, theUniversity of Cape Town, theUniversity of the Western Capeand theCape Peninsula University of Technology. The University of Cape Town has around 26,000 enrolled students, it is the oldest university in South Africa. The university has been ranked the best university within Africa.
Century Pl Blvd & Century Way
T: +27 800 780004
Ways to take this course
- Online Instructor-led
- Online Self-paced
Our easy to use Virtual platform allows you to sit the course from home with a live instructor. You will follow the same schedule as the classroom course, and will be able to interact with the trainer and other delegates.
- See trainer’s screen
- Virtual whiteboard
- Share documents
- Works on all devices
Learn more in our FAQs
Our fully interactive online training platform is compatible across all devices and can be accessed from anywhere, at any time. All our online courses come with a standard 90 days access that can be extended upon request. Our expert trainers are constantly on hand to help you with any questions which may arise.
- Certificates provided online
- Get immediate access on purchase
- Works on all devices
Learn more in our FAQs
This is our most popular style of learning. We run courses in 1200 locations, across 200 countries in one of our hand-picked training venues, providing the all important ‘human touch’ which may be missed in other learning styles.
Highly experienced trainers
All our trainers are highly qualified, have 10+ years of real-world experience and will provide you with an engaging learning experience.
State of the art training venues
We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible
Small class sizes
We limit our class sizes to promote better discussion and ensuring everyone has a personalized experience
Great value for money
Get more bang for your buck! If you find your chosen course cheaper elsewhere, we’ll match it!
Learn more in our FAQs
This is the same great training as our classroom learning but carried out at your own business premises. This is the perfect option for larger scale training requirements and means less time away from the office.
Tailored learning experience
Our courses can be adapted to meet your individual project or business requirements regardless of scope.
Maximise your training budget
Cut unnecessary costs and focus your entire budget on what really matters, the training.
Team building opportunity
This gives your team a great opportunity to come together, bond, and discuss, which you may not get in a standard classroom setting.
Monitor employees progress
Keep track of your employees’ progression and performance in your own workspace.
Learn more in our FAQs
What our customers are saying
Personal Development Training | Customer Relation Management Training in Cape Town FAQs
What is Customer Relationship Management (CRM)?
Customer Relationship Management (CRM) is a methodical strategy for creating and maintaining professional client’s connections.
What is CRM used for?
CRM is used to monitor and manage a company’s interactions with its clients in an effort to establish strong relationships. It enables businesses to organise customer information so that they can keep in touch with clients while also growing their operations.
What do customer relationship managers do?
Customer relationship managers create and maintain profitable relationships with major clients and effectively handle clients’ complaints.
What is the duration of this course?
This course is [ ] day(s)
Why is CRM so popular?
CRM allows companies to manage and automate the crucial tasks that are profitable. It enables sales and marketing teams to improve client’s relationships without engaging in manual labour.
What will I learn in this Customer Relation Management Training course?
In this Customer Relation Management Training course, you will learn about customer relationship management and customer experience, strategic CRM, relationship and relationship quality, planning and implementing customer relationships, customer portfolio management, customer retention and development, and other related concepts.
Which is the best training institute/provider of Customer Relation Management Training in Cape Town?
The Knowledge Academy is the Leading global training provider in the world for Customer Relation Management Training.
What are the best Personal Development Training courses in Cape Town?
Please see our Personal Development Training courses available in Cape Town
Why choose us
Best price in the industry
You won't find better value in the marketplace. If you do find a lower price, we will beat it.
Many delivery methods
Flexible delivery methods are available depending on your learning style.
High quality resources
Resources are included for a comprehensive learning experience.
"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"
Joshua Davies, Thames Water
"...the trainer for this course was excellent. I would definitely recommend (and already have) this course to others."
Diane Gray, Shell
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