Strategic Customer Management

Cranfield University
Bedford, Bedfordshire, United Kingdom

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

Course Description:

'' Deliver superior financial returns by taking a strategic approach to customer management across marketing, sales and customer service. We will show you how to gain competitive advantage when we share the latest best practice in customer management drawn from our current research with leading-edge blue-chip organisations.

What will I get out of it?

You will:

Gain a structured framework for developing customer management strategy
Learn how CRM can fulfil its potential to deliver value
Appreciate the marketing, operations, IT and HR capabilities required for effective customer management
Feel confident and competent to implement their customer management strategy
Be inspired by examples of success from other organisations
Leave with a comprehensive customer management audit tool, and a copy of the bestselling "Handbook of CRM: achieving excellence in customer management".

What is it about?

The role of customer management in creating value
A structured framework for developing a customer management programme
How to develop analytical and operational CRM capability
Actioning customer insight at the front line to deliver great experience �and profit from it
Multi-channel marketing �a business goldmine
Creating the right culture for CRM �the role of leadership
Measuring customer management performance and profitability
Implementing customer management strategies to get the benefits you want.

Who is it for?

Executives in marketing, sales, service, IT and HR, as well as managers responsible for cross-functional CRM processes. Best practice lessons in customer management apply equally to B2B and B2C organisations, and across the private, public and not-for-profit sectors.

To encourage successful implementation of customer management strategies, we recommend that several members of the same organisation across a range of functions attend this programme.

...''

Phone:+44 (0)1234 751122

School Address:

Cranfield School of Management
Cranfield University
Cranfield
Bedford MK43 0AL
England



Jobs & Resumes: Bedford
Houses & Roommates: Bedford

Performance Measures
Performance Review Process
Performance Improvement Tools
Planning and Managing Action
Balanced Scorecard
Strategy and Success Maps
Directing Sales and Key Account Management
Key Account Management - Best Practice
World Class Marketing
Marketing for Senior Non-Marketers
Strategic Marketing Plans
Strategic Sales
Supply Chain Management
Managing Innovation
Finance and Accounting for Managers
Human Resources Strategy
IT Leadership
Women as Leaders
Presentation

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