Effectively managing differentiated relationships with customers, and communicating with them on an individual basis, is becoming essential for improving engagement, relationships and in turn, profit. With the expansion of consumer touch points across offline and online channels, a multi-channel approach to Customer Relationship Management (CRM) is vital to success.

Delegates to this CRM Master class Programme will learn a strategic, holistic and structured approach to planning, designing and deploying CRM solutions that harness the power of integrated digital and offline channels. They will also learn a clear approach to designing and executing a high-performance CRM solution that maximises customer life time value, reduces customer service costs and drives revenue – and can prove CRM helps businesses use technology and human resources to gain insight into the behaviour of customers, and the value of those customers. 

It can help provide better customer service, increase customer revenues, discover new customers, cross sell/up sell products more effectively, help sales staff close deals faster, make call centres more efficient, and simplify marketing and sales processes.