Training

Training

CRM:
A Professional Certification Program in Customer Relationship Management (CRM)

Learning Objectives:

Strategic:

· Learn how eCRM creates barriers to entry
· Understand the 3 Critical Dimensions Driving eCRM Growth
· Envision the convergence of CRM with eCommerce
· Learn how to ''sell'' CRM in your organization
· Overcome the barriers of introducing new technology into the culture and operations of your organization

Financial:

· Build a business case for your eCRM initiative
· Determine ROI targets and accountability
· Understand how CRM implementation can affect your market capitalization

Tactical and ''How To'':

· Learn eCRM ''tech talk'' for non-technical executives --- what you need to know in plain English
· Realize front office systems integration: link your Web site, call center and sales organization to your customer's analytics and marketing campaigns
· Learn proven methodologies for documenting and analyzing your CRM processes
· Avoid ''scope creep'' and analysis paralysis
· Develop skills to facilitate a focus group ''brainstorming session''

CRM Enabled Marketing:
Professional Certification in Strategic Marketing Systems

Learning Objectives:

Strategic:

· Identify your company's ''true'' level of marketing CRM-enablement
· Match your marketing goals to your unique customer relationship
· Distinguish appropriate, marketing-related, CRM priorities and phasing
· Create marketing strategies that leverage and extend your CRM capabilities

Financial:

· Distinguish the marketing metrics that most affect your bottom-line
· Define achievable, marketing-ROI measurement for your situation
· Compare the cost and value of: retention, acquisition, qualification, and relationship programs
· Learn which CRM and marketing investments yield maximum profits

Tactical and ''How To'':

· Learn the meaning and value of segmentation and testing
· Distinguish relevant personalization from gratuitous personalization and harness its response-lifting power
· Eliminate confusion over how to collect, store and utilize customer data

Data Strategy:
Fundamentals in Successful Data Management

Learning Objectives:

Strategic:

We will discuss the underlying framework and the key components of a Data Strategy which are necessary for a successful Data Warehouse implementation including:

· Understand how to inventory existing data
· Understand how to evaluate data quality and take action to clean data
· Integrate data strategy into an overall IT strategy
· Achieve control over data assets

Financial:

· Minimize redundant data
· Minimize redundant effort in development and maintenance
· Maximize system availability and performance
· Minimize regulatory fines
· Optimize the use of purchased software

Tactical and ''How To'':

· Sell management on the need for a data strategy
· Cost justify your data strategy
· Position yourself as the person in your organization who will develop the data strategy

CRM ROI & Results Measurement:
Professional Certification in eCRM Business Case Analysis

Learning Objectives:

Strategic:

· Define your specific business challenges to be addressed by CRM
· Identify the key business benefits of your CRM program
· Discover the primary components of CRM results measurement
· Learn a structured & systematic 8-Step ROI methodology

Financial:

· Establish quantifiable goals & metrics
· Build the business case for your CRM rogram
· Identify baseline CRM performance metrics
· Develop your CRM program investment projections

Tactical and ''How To'':

· Model & analyze the customer lifecycle and CRM process
· Create your own ''dashboard'' of CRM metrics
· Conduct a ''Results Measurement Readiness Assessment''

Hands-On CRM Implementation:
Insuring Success with Your CRM Initiatives

Learning Objectives:

Strategic:

· Learn how to establish and implement strategic goals for successful CRM
· Understand why CRM implementations often fail and the factors that cause failure
· Understand how CRM integrates with other strategic initiatives
· Create ''buy-in'' for CRM initiatives and learn how to support that buy-in long-term
· Overcome executive and employee skepticism toward CRM projects

Financial:

· Support your business case for CRM based on real, measurable metrics
· Determine when and how to use outside integrators, ASPs and other service providers
· Minimize CRM project costs and ongoing support
· Understand where CRM solutions ''get credit'' and where they play a supporting role

Tactical and ''How To'':

· Integrate CRM with existing enterprise and legacy solutions
· Deliver user training and ongoing support to maximize productivity and impact
· Learn how to map business processes to application functionality, and where to customize

Channel Process Modeling:
Professional Certification in CRM Process Modeling and Analysis

Learning Objectives:

Strategic:

· Understand the stages that characterize the customer lifecycle
· Determine the boundaries for each channel of distribution
· Learn a structured and systematic 8-Step customer relationship process methodology
· Identify the primary business requirements of a CRM system
· Anticipate customer trends and needs and prevent costly surprises

Financial:

· Define the metrics for CRM process performance measurement
· Measure the ''Return on Effort'' for each major channel of distribution
· Monitor the ''cycle time'' for each stage in the CRM process
· Baseline selected metrics and develop reporting methods
· Identify the tangible benefits of your CRM program

Tactical and ''How To'':

· Determine the skill and competency requirements of your CRM process
· Identify and prioritize the most critical administrative support processes
· Review examples of channel process and CRM performance metrics

CRM Best Practices:
A Self-Assessment Model

Learning Objectives:

Strategic:

· How to define success for your CRM initiative
· How to communicate the need for senior management leadership
· How to assess organizational readiness
· How to organize for success

Financial:

· How to link CRM to the financial drivers of the company
· How to achieve accountability for results
· How to get the CFO as your biggest ally
· How to establish balanced metrics

Tactical and ''How To'':

· How to gain understanding of CRM within the organization
· How to identify weaknesses and take action
· How to better understand the end game

Managing the Call Center Workforce:
A Professional Certification Course in Call Center Management

Learning Objectives:

Strategic:

· Learn what workface management is, and why it is critical to the success of your organization
· Determine the tradeoffs between customer and staff retention against service and cost
· Understand how the evolution of multi-channel customer communication affects forecasting and staffing

Financial:

· Analyze how workforce adjustments affect your organization's bottomline
· Learn how to quantify the cost of overstaffing and understaffing
· Support your business case for workforce management automation systems through Return On Investment (ROI) analysis

Tactical and ''How To'':

· Learn how to gather and analyze historical data to create workforce forecasts
· Leverage traffic engineering models to calculate staffing requirements
· Obtain best practices in adjusting forecasting and staffing processes to accommodate web and email contact

CRM Program Planning & Goal Setting

Learning Objectives:

Strategic:

· Learn a Structured & Systematic 8-Step ROI Methodology
· Define the specific Business Challenges to be addressed by CRM
· Identify the Primary Business Benefits of your CRM Program

Financial:

· Establishing Quantifiable Goals & Metrics
· Build the Business Case for a CRM Program
· Identify & Baseline CRM Performance Metrics

Tactical ''How To'':

· Model & Analyze the customer lifecycle and ''CRM Process''
· Learn a Structured & Systematic Approach to CRM Results Measurement
· Conduct a ''Results Measurement Readiness Assessment''

For more details please contact us at info@infocall.com.bh