Customer Relations Management & Marketing :

Beyond Service – A Business Strategy

Date: October 9 - 10, 2008
Time: 8:30 AM to 5:30 PM
Venue: ASTORIA PLAZA, Ortigas, Pasig City

 

Workshop Description:

 

A clear and proactive workshop designed to explain and execute the “real” concept of Customer Relations Management – with emphasis that this more than just an upgraded version of Customer Servicing. 

 

Customer Relations Management have differentiated itself in the corporate world by concentrating on it being a Business Strategy of  competitiveness.

The process of the workshop is to present CRM as a business strategy, that if done/executed well, should present a truly essential advantage to any organization.
 
The discipline/principles and underlying concepts of the “real” CRM shall be covered through  a series of learnings/sharing and actual live scenarios that participants could then express themselves on.

 

 

Specific Objectives:

 

1.  Understand the principles and concept of Customer Relations Management.

 

2.  Implement the strategies and initiatives of Customer Relations Management

 

3.  Build the confidence to deal with accounts from servicing to Customer Relations Management.

 

 

Workshop Outline:

 

The Changing Landscape Of Customer Servicing

- A critical review of the losing luster/advantage of Customer Servicing as  unique selling proposition

 

Looking For A Truly Unique Competitive Advantage To Offer The Market

- An assessment of the current practices and trends in the market that leads and

answers the critical questions – how does your company/product continue to be

“relevant” to your target markets

 

From Customer Service To Customer Relations Management

- A clear and concise  comparison between the pros-cons of customer service

“customer is king” to the customer relations management “customer is partner”

mindset.

 

The Advantages Of Customer Relations Management: Value Building

- Identification and understanding of the need to move towards Customer Relations

Management – CRM and its advantages to any business relationship.

 

The Core Pillars Of Customer Relations Management

- Covers the five (5) point agenda – critical issues of  what makes an effective

Customer Relations Management process

 

Customer Relations Management As A Business Strategy

- Beyond customer service, this segment tackles the issues and factors that have

truned CRM into not just an initiative but rather an overall marketing/business/sales

core strategy.

 

The Initiatives And Skills In Rendering Customer Relations Management

Covers the details of what elements are needed to jumpstart/push  CRM efforts into

productivity and results.

 

Why Customer Relations Management Will Succeed

- Analysis of the plans and strategies and “value building” efforts.

 

50% of The Time, Your Service Is Not Customer Relations Management

- Assessment Of How To Move From Customer Service To Customer Relations

Management.

 

· Building The Relations Via The Phases Of Customer Relations Management

- Presents how the different phases of CRM can actually strengthen any relations

and move this into the mode of “customer intimacy’ – which makes the account

difficult to pirate.

 

· Measuring Your Customer Relations Management Results

- Presents various tools/techniques to monitor/control the results of CRM efforts vs

plans and targets

 

· Creating Your Own Customer Relations Management Plans

- Customization of developing specific CRM plans for the portfolio of customers