Customer Relationship Management (CRM) - Perth

Contents Course Outline - Perth (also available for Melbourne) 1) Customer Relationship Management (abbreviated to CRM).

Course Overview

Have you ever gone into a store where the person working knew your name and remembered your last purchase and knew exactly what you needed? Imagine if your customers felt that same recognition and respect every time they interacted with your business?

This complete CRM course, Perth is perfect for Perth businesses to learn how to bring together fragmented customer data and turn it into relationships that will generate revenue and customer loyalty. We go beyond boring data management and are here to enrich the relationship that make a one time buyer a lifetime advocate.

Instead of theorising, participants will sample real-world scenarios from Australian organisations, teaching hands-on systems that teams enjoy using! The course focuses on the people side of CRM as well as the technical infrastructure for growth.

Learning Outcomes

Upon completion of this course, the learner will be able to:

Relate to success Design and execute a customer journey mapping process which maps out key relationship touchpoints

Create, manage and execute targeted communications based on segmentation and behavioral data

Develop and maintain effective information capture and organization systems that facilitate team collaboration

Identify and address red flags of customer unhappiness before problems widen

Create and track good follow-up procedures to keep in regular contact without feeling pushy

Do People Complain, Or Do They Communicate… Learn to Turn Complaints Into Strengthening Opportunities With Proven Conflict Resolution Strategies!

Make customer satisfaction metrics according to the wishes of the customers for continual improvement of service provision.

What You Will Learn

Module 1: Building Blocks of Successful CRM

The psychology of customer loyalty and the role of trust in business relationships. Delegates will inspect their existing customer management and reveal areas not being met. We’re going to delve into how some of the best businesses in Perth have significantly turned around customer retention in the right way through the use of CRM.

Module 2: Customer Journey Mapping

Discover how you can map and improve all point of contacts in your customer’s journey, starting with pre-sales & post-sales help desk support. Find the behind-the-scenes events that will leave a lasting impression and how to capitalize on them to stay one step ahead.

Module 3: Information Systems that Work

Get out of the mess of spreadsheets and into organized, accessible customer databases for your whole team to use. Emphasizing practical methods to collect the right data without interrupting your sales flow or becoming the bane of your sales team’s existence.

Module 4: Personalization Without Overwhelm

Learn how to leverage customer insights to deliver personalized interactions in this book. Understand the segmentation techniques to communicate effectively with different kinds of customers while keeping things real.

Module 5: Proactive Problem Prevention

Create early-warning systems that tell you when you have potential customer problems before they blow up. Recognize the behaviors that indicate your customer is unhappy, and learn how interventions can strengthen relationships rather than fray them.

Module 6 – When You Send Strong Signals They Go Off The Trail and You Lose The Scent -The Art of Follow-Up

Systematize methods to maintaining rapport with customers that come across as organic and beneficial – something a customer looks forward to – rather than pushy or sales-oriented. Discover tips and tactics for timing and communications that will lead to repeat business and referrals.

(d) MODULE SEVEN - How to Turn Challenges into Opportunities

Change the way you handle customer problems and tough situations. Attendees will rehearse recognized de-escalation and repair strategies can re-establish improved customer loyalty than before the issue arose.

Module 8: Measuring and Improving While change may be uncomfortable at first, continual improvement and sustainment can be achieved!

Define relevant metrics for customer satisfaction and relationship health. Get trained to apply feedback tools that give actionable perspective to optimize your service.

Summary

What you'll learn An immersive, in - depth CRM course that equips Perth-based businesses with a hands-on blueprint on turning customer relationships from something that just leads to a transaction, to fostering relationships that lead to sustainable growth. Attendees will walk away with a system they can start using right away, with clear pathways for their teams to adopt, and the confidence to build customer experiences that lead to word of mouth leads.

Eyes are on the prize: to improve client relationships, not just keep the data straight. By examining actual successful Australian case studies and getting hands-on practice with proven tools, participants will learn techniques to boost customer loyalty, elevate satisfaction scores, and build the sort of business reputation that entices clients in.

And, because it works from both the inside out, at last you'll stop pursuing CRM success by getting your entire organization to become experts in technology, and get to work instead on becoming the kind of business people actually like to buy from, that they go out and enthusiastically talk up to their friends, and that more and more customers would love to work with if they only knew that you're there.