Catalogue de formations
Un parcours structuré pour développer vos savoir-faire, inspirer l’innovation, et construire votre avenir au sein du Groupe.
Manage Your Customer Relationships With CRM
Business
Relation client
CRM (or Customer Relationship Management) is much more than just another three-letter acronym. It’s the lifeblood of your business. It describes how you understand the way your customers do business with you – and sets out how you communicate with them throughout the life of that business relationship. In short, this course will teach you […]
Code :
DL-RCL002
Langues :
Anglais
Durée (Heures) :
8
Sources :
OpenClassrooms
Plan de formation
PART #1 – MAP YOUR CUSTOMERS’ JOURNEY
1. Get the most out of this course
2. Discover why mapping a customer journey is important
3. Follow the customer trail
4. Map the steps of your customer journey back to your sales funnel
5. Visualize qualitative customer data along the journey
6. Identify how Stakeholders currently meet customer expectations
Quiz: Map your customers’ journey
PART #2 – EXPLAIN AND DEFINE A WINNING CRM STRATEGY
1. Define the objectives of your CRM strategy
2. Review your current CRM software
3. Improve workflows of both customer-facing and back-office teams
4. Improve User Experience by defining metrics with the HEART framework
5. Consider combining your analytics Into a Single Customer View (SCV)
Quiz: Explain and define a winning CRM strategy
PART #3 – PREPARE AND IMPLEMENT YOUR CRM STRATEGY
1. Determine relevant content for your customer segments
2. Create customer-centric marketing content
3. Automate Push and Pull marketing efforts
4. Demonstrate the improved business value over time
Quiz: Prepare and implement your CRM strategy
