Integrated Customer Relationship Management

Day One: Introduction to Integrated Customer Relationship Management

• Objectives:

  • Understanding the concept of integrated customer relationship management.

  • Reviewing the importance of customer relationship management in improving the institution's performance.

  • Understanding the role of integrated relationships in building the institution's reputation.

• The Targets:

  • Relationship managers.

  • Customer service employees.

  • The teams responsible for interacting with customers.

• Learning Method:

  • Interactive lectures.

  • Group discussions.

  • Study of real cases.

Day Two: Effective Strategies in Customer Relationship Management

• Objectives:

  • Understanding how to build successful strategies in customer relationship management.

  • Applying various tools to measure customer satisfaction.

  • Identifying effective ways to communicate with clients.

• The Targets:

  • Leaders and managers who wish to improve customer interaction strategies.

• Learning Method:

  • Interactive workshops.

  • Analysis of real-life examples.

  • Simulation games.

Day Three: Interacting with Clients: Effective Communication Skills

• Objectives:

  • Learn effective communication skills with clients.

  • Learn how to handle difficult situations and complaints.

  • Implementing methods to motivate customers and enhance their loyalty.

• The targets:

  • Customer service employees.

  • Technical support teams.

  • Anyone who interacts with customers.

• Learning Method:

  • Practical exercises.

  • Simulating live scenarios.

  • Exercises on listening skills and constructive criticism.

Day Four: Using Technology in Customer Relationship Management

• Objectives:

  • Familiarizing oneself with the latest Customer Relationship Management (CRM) tools.

  • Learn how to use software to analyze data and improve performance.

  • Understanding the role of automation in facilitating communication processes with clients.

• The targets:

  • IT professionals.

  • Relationship managers who are interested in digital transformation.

• Learning Method:

  • Technical workshops.

  • Practical applications using CRM tools.

  • Case studies to illustrate the benefits of using technology.

Day Five: Performance Measurement and Continuous Improvement in Customer Relationship Management

• Objectives:

  • Understanding the importance of measuring the performance of relationships with clients.

  • Learn methods for collecting and analyzing customer data.

  • Applying continuous improvement strategies based on the results.

• The targets:

  • Quality and improvement teams.

  • The officials responsible for performance analysis.

• Learning Method:

  • Analysis of real data.

  • Using statistical analysis techniques.

  • Identifying best practices to improve the relationship with customers.

Summary:

This course targets managers, customer service employees, and improvement and quality team leaders. It will include a mix of interactive lectures, practical workshops, and training on new tools and techniques to improve customer relationship management comprehensively, using innovative strategies and techniques to ensure the success of the organization and achieve customer satisfaction.

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