In the customer century we live in, the biggest trump card that organizations have in competition is their “customers”, who are also one of the four main sources for their survival in the market. It is an important fact that not only brands but also customers discovered this situation towards the end of the 20th century. As a result, customers are now more demanding, have alternatives, are insecure, have a high economic consciousness, have an improved perception of quality, in short, they are in a powerful position. Brands started to closely follow CRM and their changing customers as a result of this process and started to change their own processes in parallel with changing customer behavior. Are you ready to discover the reasons and tips why CRM is still so attractive for brands despite its 69% failure rate and how they are so successful in the remaining 31% of their projects? Would you like to face CRM and your customers from a vision you have never looked at before with examples of success and failure in the world?
İçindekiler
Who Should Attend
All employees at all levels who are in direct communication with the customer or who are involved in the strategic decision-making process in institutions-organizations.
Education Content
- Basic Information : Who is Customer/Consumer, What is Purchasing, What is Communication?
- Need, Request, Demand Definitions and their differences
- What does the customer buy? (need or demand?)
- Customer-Product-Brand perception
- What is CRM? The Birth of CRM and Changing Consumer Behavior
- Basic Concepts of CRM and CRM Methodology
- 360 Degree Customer Cycle
- CRM Vision, Goals and Customer Strategy
- The Most Basic Mistakes in CRM
- What to Expect in an Organization Before Switching to CRM
- Building a Valued Relationship
- The 3 Most Critical Steps When Starting CRM
- What is Operational CRM?
- Protagonists of the Operational CRM Process
- Is Phase II Analytics CRM?
- What is Analytical CRM, building blocks of the process
- Top Management Positioning
- CRM benefits and KPI identification
- Identifying Customer Goals and Profiles, defining loyalty
- Identifying Customer Communication Channels and Optimizing Customer Communication
- Creating Methods and Strategies
- Defining Loyalty Management and Customer Campaign Planning and Management
- Positioning Your Customer Service Correctly; “Let’s make an eyebrow…”
- Customer Complaint Management
- Customer Feedback and Rewarding
- Customer Value, Customer Lifetime Value (LTV)
- Customer performance or product performance
- Value matrix and indicators
- Measurement and observation methods
- CLIC Method
- To be able to prepare a CRM project
