CRM Platforms at Sales, Service, Marketing and Business Management (Siebel, Dynamics CRM/365, Salesforce, SAP CRM)
What you will learn
Business Principles of Customer Relationship Management
Multichannel Sales, Service, Marketing and Business Management
Business principles of implementation of oCRM tools (Microsoft Dynamics 365 (CRM), Oracle Siebel CRM, Salesforce)
Business principles of implementation of aCRM tools (SAS MA, Microsoft Azure, AWS)
Sales Management
Service and claims Management
Cross-sale and up-sale
Digital Channels building
Examples from Consumer Lending, Mortgage and other produc-lines of Retail Business
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- Master the art of orchestrating customer journeys across sales, service, and marketing touchpoints by leveraging leading CRM platforms.
- Gain a deep understanding of how to translate business objectives into effective CRM strategies, ensuring alignment with organizational goals.
- Develop the skills to critically evaluate and select the most suitable CRM solutions (on-premise and cloud-based) for diverse business needs.
- Learn to design and implement robust sales pipelines that optimize lead conversion and drive revenue growth.
- Acquire proficiency in managing and resolving customer service inquiries and complex claims efficiently, enhancing customer retention and loyalty.
- Explore advanced techniques for identifying and capitalizing on cross-selling and up-selling opportunities to maximize customer lifetime value.
- Understand the strategic importance of building and managing integrated digital channels for seamless customer interaction.
- Analyze real-world case studies from the retail banking sector, including consumer lending and mortgage operations, to apply learned principles.
- Develop the capability to configure and customize CRM platforms to meet specific business process requirements.
- Learn to integrate CRM systems with other enterprise applications for a holistic view of customer data.
- Understand the principles of data governance and security within CRM environments.
- Acquire the ability to measure CRM performance using key metrics and derive actionable insights.
- Gain practical experience in troubleshooting common CRM implementation challenges.
- Develop skills in managing change and fostering user adoption of CRM systems within an organization.
- Learn to leverage CRM for proactive customer engagement and personalized communication strategies.
- Explore the role of AI and machine learning in modern CRM platforms.
- PROS:
- Provides hands-on exposure to industry-leading CRM platforms, enhancing employability.
- Equips professionals with a strategic and business-focused approach to CRM, going beyond technical implementation.
- Offers practical insights through industry-specific examples, making learning relatable and applicable.
- Develops a comprehensive understanding of CRM’s impact on customer experience and business growth.
- CONS:
- The breadth of platforms covered may require participants to focus on specific areas for deeper expertise.
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