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Technology Tools for Customer Relationship Management

Industry-Specific
Digital Skills

Other Sectors

Duration

60h

PRESENTATION

This Course: Technological Tools for Customer Relationship Management It will enable you to play a key role in customer relationship management by allowing companies to organize, analyze y optimize its relations with the customers. The choice of specific technology tools will depend on your company's needs and your customer management strategy. Proper integration of these tools can help companies optimize their operations, improve customer satisfaction, and increase sales.

Objectives

  • Plan and manage business activities with clients by applying technological tools that optimize customer management, tracking, and loyalty processes and facilitate the effective achievement of defined business objectives.

  • Understand the development of sales and marketing initiatives.

Syllabus

TEACHING UNIT 1. PLANNING AND ORGANIZING SALES ACTIVITIES

  1. Sales Planning.
  2. Determine the Business Objectives.
  3. Market Analysis.
  4. Sales Forecasting Methods.
  5. Customer segmentation.
  6. Resource allocation.
  7. Commercial Action Plan. Initial Approaches.
  8. Development of the Sales Action Plan.
  9. Sources of customer acquisition.
  10. Sales Scripts.
  11. Preparing for the sales call.
  12. Tools for monitoring and measuring sales planning.

TEACHING UNIT 2. SALES MANAGEMENT PROCESS

  1. Benefit Presentation: Introduction. Sales Pitch. Sales Argumentation and Process.
  2. Reconfiguration: Introduction. Objections.
  3. Formalizing the Relationship: Closing. The Closing Process. Requirements for an Effective Close.
  4. Customer Service: Recognize. Take Responsibility. Inform. Communicate. Take Action. Resolve.

TEACHING UNIT 3. CRM AS A TOOL FOR MANAGEMENT AND CUSTOMER LOYALTY

  1. What is a CRM?.
  2. Benefits for the company.
  3. Applications. When and for what purposes is it used?.
  4. Relationship Marketing and CRM.
  5. Relationship Marketing Tools.
  6. Objectives of Relationship Marketing and CRM Solutions.
  7. CRM and Customer Loyalty.
  8. CRM and Sales Growth.
  9. CRM and Customer Service Quality.

TEACHING UNIT 4. INNOVATIVE, CUSTOMER-CENTERED SALES AND MARKETING STRATEGIES

  1. Analysis and assessment of the customer portfolio. Identification of opportunities.
  2. Databases and information retrieval systems.
  3. Business consulting process for clients.
  4. Addressing customer needs.
  5. Increase the value of existing customers.
  6. Cross-selling.
  7. Benefits of Cross-Selling.
  8. How to Approach Cross-Selling.

TEACHING UNIT 5. CUSTOMER LOYALTY

  1. The Concept of Customer Loyalty.
  2. Loyalty programs.
  3. Benefits of Customer Loyalty.
  4. Customer engagement.
  5. Factors that foster customer loyalty.

TEACHING UNIT 6. COMMERCIAL PROACTIVITY AS A STRATEGY FOR CUSTOMER MANAGEMENT AND RETENTION

  1. The Importance of Being Proactive.
  2. Sustained effort.
  3. Customer focus.
  4. The image we project to the customer.
  5. Resource planning and optimization.
  6. 10 Tips for Being Proactive.
  7. Customer satisfaction.

TEACHING UNIT 7. DEFINING STRATEGIES AND APPLYING 2.0 TOOLS IN BUSINESS MANAGEMENT

  1. The website "Tools and Applications in Business Relationships with Customers.".
  2. Business Applications of Social Media in Sales Management.
  3. Business applications of blogs, microblogging, forums, and wikis.
  4. Commercial Applications of Video and Photography Platforms.
  5. Content Syndication and Podcasting.
  6. Benefits of Search Engine Optimization.
  7. Planning of actions and campaigns.
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Are the Educa PHAROS courses eligible for credit?

Many courses can be credited toward the master's programs at Structuralia.
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Facts about our area

+ 1.483

Hours

+88.999

Minutes

264

Courses

Educa PHAROS is a next-generation training model that places a company’s human capital at the forefront. Through a platform that adapts to each company’s corporate identity and offers a total of more than 900 courses, it provides tailored training for each organization. The unlimited flat-rate plan provides each company with the number of courses that best suits its needs, as well as the ability to determine which employees will have access.
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