This course is offered to educate participants how to choose the right tools for their own business, so that they can grow at present and in the future. Deceleration means losing your customers, which means maximum damage. But how can you not fail to move customers so quickly to demand constant changes to get things done quickly? How can you keep customers while moving to another company is very easy?

The British Academy for Training and Development presents this course (Customer Relationship Management (CRM), for individuals wishing to develop their skills in communicating with the audience, and the best practices of effective communications for customer satisfaction.

The Customer Relationship Management (CRM) Management course provides participants with a comprehensive understanding of CRM strategies and best practices to effectively manage customer relationships. Through a combination of theoretical concepts, case studies, and practical exercises, participants will learn how to implement and optimize CRM systems and processes to enhance customer satisfaction, loyalty, and organizational success.

Objectives and target group

Who should attend?

  • Directors of various companies and enterprises.
  • Marketing and sales professionals involved in customer relationship management
  • Customer service managers and representatives
  • CRM system administrators and analysts
  • Business owners and entrepreneurs seeking to enhance customer-centric strategies
  • Professionals interested in understanding and implementing CRM principles
  • Employees assigned to deal and interact with important and concerned personalities and ensure that these interactions go as professionally as possible.
  • Employees working in the PR Sector.
  • Officials in Diplomatic Sector.
  • Trainees with years of experience in communications or PR.

Knowledge and Benefits:

After completing the program, participants will be able to master the following:

  • Develop a comprehensive understanding of CRM concepts, strategies, and technologies.
  • Acquire the knowledge and skills to implement and manage CRM systems effectively.
  • Enhance customer engagement and communication strategies.
  • Improve customer satisfaction, loyalty, and retention.
  • Use CRM analytics and insights to drive data-driven decision-making.
  • Implement continuous improvement initiatives to enhance CRM performance.

Course Content

Course Content:

  • Principles and practices of Customer Relationship Management.
  • The guidelines that an organization must follow when interacting with its customers.
  • Benefits of CRM.
  • CRM technology and software.
  • Methods of tracking customer needs and their performance goals.
  • Evolution of Customer Relationship Management.
  • Strategic objectives of customer relationship management.
  • Three important aspects of customer relationship management.
  • Value pyramid in customer relationship management.
  • CRM components.
  • CRM growth factors.
  • Current role of customer relationship management.
  • Concepts of successful customer relationship management.
  • The impact of the Internet on customer relationship management.
  • Introduction to the Media and the evolution of its concept.
  • Media and formation of public mental perspectives.
  • Developing a PR strategy that integrates Public Relations activities with the corporate Business Strategy.
  • Sales and service-related processes.
  • Analyzing customer trends and behaviors.
  • Methods to enhance the customer's overall experience.
  • Best Practices of dealing with the media and using their influence as part of the lobbying campaign.
  • Conducting an Online Pressure Campaign using key social media tools and other media platforms.
  • Corporate Business Strategy.
  • Methods of directing and managing personal dynamics at important meetings.
  • Etiquette and International Protocol concepts.
  • The Art of Protocol and Etiquette of body languages in official forums.
  • Professional code of conduct.
  • How to create a good impression and avoid misconducts or embarrassing practices in important situations.
  • Concepts that determine priorities between individuals.
  • International principles of Etiquette and Communication.
  • Implementing CRM in customer service and support functions
  • Developing customer service standards and service level agreements
  • Managing customer complaints and resolving issues effectively
  • Implementing self-service and knowledge management systems for customer support
  • Establishing CRM performance metrics and dashboards
  • Conducting customer satisfaction surveys and feedback analysis
  • Implementing continuous improvement initiatives based on customer insights
  • Integrating customer feedback into product development and service enhancements
  • Practical applications and case studies.

Course Date







Course Cost

Note / Price varies according to the selected city

Members NO. : 1
£3800 / Member

Members NO. : 2 - 3
£3040 / Member

Members NO. : + 3
£2356 / Member

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