Benefits to You
for teams to be successful, they must focus on customer retention. Yet, studies have shown that 70 per cent of all Customer Relationship Management (CRM) implementations fail (McKenzie, 2001), and a major reason for the low rate of success arises from a failure to adopt holistic CRM initiatives that includes value creation, staff motivation, and customer-oriented structure design. Companies that have embarked on CRM initiatives from a technology perspective have, generally, not been successful in their implementations. Consequently, this workshop aims to enrich participants' knowledge of the real meaning of CRM, so that when implementing CRM in their organisations, they do not fall into the trappings of technology.

Workshop Outline
• Know the Real Meaning of CRM
• Implement Good CRM initiatives According to the Five Steps Approach, which include :
• Creating value
• Segmenting customers by value
• Establishing customer goals
• Ensuring organisational alignment
• Developing organisational linkages
• Create New Value for their Customers with the ValueSpace Model
• Rank their Customers in Terms of Value. This is because customers are not equal, with some being more valuable to the company than others
• Map Customer Goals to Financial Goals. They will also know how to evaluate the Life Time Value of a Customer, which is very important for Strategy Formulation
• Design Organisational Forms that support CRM initiatives. Organisational Structures, Cultures, Levels of Employee Motivation are important to CRM Success
• Determine whether an Organisation's CRM Strategy is Paying Dividends through Choosing and Monitoring Appropriate Customer Metrics

Who Must Attend
This workshop is designed by singapore teambuilding and is useful to strategic decisions makers, managers / executives in sales, marketing, loyalty programmes, customer support, account management, operations finance and human resource.

duration: 14 hours

*programme timing can be tailored to meet your requirements

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