CUSTOMER RELATIONSHIP MANAGEMENT Home » TRAINING » PEOPLE AND MANAGERIAL DEVELOPMENT » SALES TRAINING E COACHING »
- | IN PRESENCE AND ONLINE
- INTERMEDIATE SKILLS
- 3 MODULES
TOOLS AND STRATEGIES TO IDENTIFY AND UNDERSTAND CUSTOMER HABITS
OBJECTIVES
Commercial front-ends are the key to accessing markets in all industries and have a wealth of information, relationships and knowledge that is crucial for business development in all market contexts.
The customer centric approach requires salespeople:
- Mastery of spin selling techniques
- Detailed knowledge of: market, products and services offered according to customer needs and expectations
Alveria tailors its CRM courses to specific business needs , building effective skills and relationship strategies for a widespread standard of customer acceptance and management.
PROGRAM
Module 1
- CRM: experiences, problems and success stories in some industries.
- Multichanneling: how the relationship between front-end and back-office is changing in relation to organisational and technological solutions for managing contact points with the market.
- Marketing management tools and value analysis: from marketing mix to value analysis for structuring market relationship channels.
Module 2
- Customer portfolio analysis and customer segmentation: criteria, variables, actions.
- Customer Satisfaction and Indicators: The Quality of Relationships.
- Customer DataBase and market information management.
Module 3
- Operational management of the customer relationship: preparation, opening, development, maintenance, upgrading.
- The evaluation of sales force performance: from economic results to building long-term relationships.
- CRM skills: communication, sales, networking, teamworking, analysis and information management.
PEDAGOGY
The course is highly practical. The teaching method involves continuous alternation of theoretical and practical moments with role-plays, simulations, exercises.
RECIPIENTS
Managers and Professionals working in Marketing and Sales structures.
TRAINING MATERIALS
Video lectures and classroom materials.
CONSULTANCY, TRAINING, HR DIGITALIZATION AND CORPORATE SOLUTIONS, DISCOVER THE ALVERIA METHOD. GET READY FOR CHANGE.
CUSTOMER RELATIONSHIP MANAGEMENT
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- | IN-PRESENCE AND ONLINE
- INTERMEDIATE SKILLS
- 3 MODULES
TOOLS AND STRATEGIES TO IDENTIFY AND UNDERSTAND CUSTOMER HABITS
OBJECTIVES
Commercial front-ends are the key to accessing markets in all industries and have a wealth of information, relationships and knowledge that is crucial for business development in all market contexts.
The customer centric approach requires salespeople:
- Mastery of spin selling techniques
- Detailed knowledge of: market, products and services offered according to customer needs and expectations
Alveria tailors its CRM courses to specific business needs , building effective skills and relationship strategies for a widespread standard of customer acceptance and management.
PROGRAM
Module 1
- CRM: experiences, problems and success stories in some industries.
- Multichanneling: how the relationship between front-end and back-office is changing in relation to organisational and technological solutions for managing contact points with the market.
- Marketing management tools and value analysis: from marketing mix to value analysis for structuring market relationship channels.
Module 2
- Customer portfolio analysis and customer segmentation: criteria, variables, actions.
- Customer Satisfaction and Indicators: The Quality of Relationships.
- Customer DataBase and market information management.
Module 3
- Operational management of the customer relationship: preparation, opening, development, maintenance, upgrading.
- The evaluation of sales force performance: from economic results to building long-term relationships.
- CRM skills: communication, sales, networking, teamworking, analysis and information management.
PEDAGOGY
The course is highly practical. The teaching method involves continuous alternation of theoretical and practical moments with role-plays, simulations, exercises.
RECIPIENTS
Managers and Professionals working in Marketing and Sales structures.
TRAINING MATERIALS
Video lectures and classroom materials.