CRM training

CRM - More than just customer data

• What is CRM in general?
• What does CRM have to do with the product life cycle?
• Tools of CRM

Understanding customer service

• A philosophical view of customer orientation: From product orientation to customer orientation
• What is a customer? Why is the customer king?
• What benefits does customer orientation offer the customer and the company?
• Phases of customer orientation: pre-sales phase, processing phase, after-sales phase

Maintaining active customer relationships with CRM

• CRM strategy in a nutshell
• Obstacles and difficulties
• Guidelines for successful CRM projects

Building blocks of customer satisfaction

• Subsequent confirmations, small attentions and additional service
• Involving the customer
• Practical tips for successful customer orientation
• Dealing with complaints

In-house quality management

• Quality benchmarks and the benefits of continuous quality improvement
• Relationship management as a magic formula
• Living references

Our CRM training starts where technology leaves off. Participants learn the basics of successful strategies to redefine, deepen and thus permanently optimise successful customer retention.

• In our CRM training, you will look at customer relationship management from the perspective of the philosophical approach. Learn how you can profit from it in the long term and thus boost the improvement of customer satisfaction.
• The course content helps participants to better understand the needs and expectations of the customer.
• In the course, the lecturer provides concrete tips in addition to important elements that can contribute to customer satisfaction.
• The seminar content also includes that the participants reflect on their own internal CRM quality. In the course of this, they also learn what approaches there are to increase quality in relation to the customer relationship.
• In addition, the course content generally deals with the care of active customers in CRM, which is brought closer by a lecturer.

The course content of the CRM training not only provides valuable insights behind the scenes of successful customer relationship management. The course is also dedicated to important basics of customer retention on a theoretical and practical level. In doing so, the lecturer addresses and deals with seminar contents on the basis of practical case studies. If desired, the CRM seminar can also be held at your company. Simply request a non-binding offer from us.

The CRM training is aimed at both managers and employees at all levels who not only maintain regular customer contact, but also want to make it more systematic and positively influence the organisational concept of customer relationship management.

You would like to hold the CRM training in your company as an in-house seminar? That is of course possible. We will be happy to provide you with an individual and non-binding offer that corresponds to your approach to content, your time frame and other wishes. Simply send us an enquiry to: kontakt@drgkitzmann-akademie.de

Customer Relationship Management (CRM) is a technology for managing all business relationships and interactions of a company. So the goal of the system is: to improve communication between a company and the related relevant contacts by helping to stay in touch or streamlining processes needed for an efficient workflow.

In a nutshell, when CRM is mentioned, it usually means a system that helps with contact management and sales.

On the other hand, technology is not responsible for the quality of customer contacts or customer loyalty. A good CRM is also based on a philosophical approach, which, however, is controlled by the company management or the employees, because customer data alone cannot initiate customer-oriented action.

Customer Relationship Management (CRM) is an important element of sustainable business management. However, this does not exclusively concern the technology behind it, but also the customer contact itself.

A training course held by a specialist who looks at the subject from a different angle can improve customer satisfaction in the long term:

• In a CRM training course, participants are not only taught the basics of successful customer retention in a practical way, but also vividly by lecturers.
• In addition, the seminar content often offers insights that can strengthen customer contact and exploit untapped potential.
• Following a CRM training course, strategic goals can be set and pursued.
• Through a CRM seminar, participants are sensitised to customer value.
• As a rule, CRM training courses can also be held in-house and in this way create a direct practical reference to the company's guiding culture. When booking, it is best to contact the provider personally so that the instructor can prepare.

As you can see, CRM training can contribute significantly to the success of the company. Seminars of this kind can also be held on-site at your company. Ask for a non-binding offer before booking.

CRM implementations require a delicate balance between business strategy, technology and management. This means that almost every branch of an organisation must be involved in this far-reaching change to prevent failure. Furthermore, it is of the utmost importance to approach it strategically. The larger the organisation, the more devastating the consequences of a misstep can be.

Once the technical hurdles have been overcome, however, a successful CRM is not only due to this, but also to the focus on the customer himself. While a CRM can be useful as a tool in managing relevant data, it cannot increase customer value per se. For this, (service) staff should be given a view beyond their own nose. The best way to cover essential basics is through CRM training to fill important gaps.

CRM training can be held at a designated location or in-house at your company.