CRM to CMR: ’ Customer Managed Relationships’

CIM - The Chartered Institute of Marketing
Maidenhead, Berkshire, United Kingdom

Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced

Course Description:

'' The methodical ¡®toolkit¡¯ approach you will develop from this course will give you the knowledge and insight to implement customer managed relationships (CMR) successfully. The emphasis is on helping customers manage their relationship with your organisation rather than vice-versa. You will focus on your customers, giving them the processes, systems and support they need to build lasting relationships with your organisation.


Benefits for your organisation:

Only 12% of companies felt their CRM implementation exceeded their expectations¡¯
Source: AMR/Internetweek Online

In an ¡®age of consent¡¯ marketing environment, the power has finally shifted from organisations to customers and consumers. It has never been as important to build close ties and develop meaningful, symbiotic relationships.

CMR is a powerful extension of the basic customer relationship management (CRM) approach. If designed and implemented properly your organisation will gain a practical and affordable methodology to encourage customers to tell your organisation what they want and how the organisation is meeting their needs. Ultimately, this approach takes the guesswork out of product/service provision and leads to happier customers and a better return on investment.


Benefits for you as an individual:

¡®Up to 20% of CRM projects destroy relationships¡¯
Source: Bain and Co

This course will convince you of the value and inevitability of customer managed relationships. Then it will give you a methodology to design and implement a successful CMR strategy.

You will return to your organisation with the confidence and ability to scope, specify, project manage and implement a successful CMR system, avoiding the common design and implementation pitfalls. Using technology for leverage, you will be able to begin building profitable relationships with your key customers and prospects by actively involving them ¨C real time ¨C in the design, delivery, utilisation and evaluation of your products and/or services.


You will learn how to:

Assess your current ¡®customer relationship management¡¯ efforts
Bring about a cultural shift from CRM to CMR
Implement concepts such as ¡®self-segmentation¡¯ and ¡®self-service development’
Avoid common CRM/CMR misunderstandings and implementation pitfalls
Exploit key recent developments in the legislative environment
Use information and other technologies as key enablers
Assess the technologies available
Determine whether you should build, buy or rent solutions
Build a business case for investment
Manage a CRM/CMR project/team
Integrate technological with non-technological
Roll out to maximise the chances of success
Evaluate the success of your CMR implementation
Utilise electronic marketing tools and techniques for leverage
Exploit best practice via examples, case studies and discussion

...''

Phone:+44 (0) 1628 427200

School Address:

Cookham
Maidenhead
Berkshire
SL6 9QH
UK

Jobs & Resumes: Maidenhead
Houses & Roommates: Maidenhead

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