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Sales, Marketing, & Communication Yogyakarta

Customer Relation Management (CRM)

SASARAN PELATIHAN

• Memahami mengapa CRM sanagat penting dalam membina dan menumbuhkan loyalitas pelanggan
• Mampu menentukan sasaran dan penggunaan CRM system
• Dapat menetapkan sasaran CRM system
• Recognize best practices in implementing a CRM strategy.
• Dapat memanfaatkan CRM untuk menumbuhkan penjualan, peningkatan pelayanan pelanggan 

MATERI

1. CRM Dan Loyalitas Customer

• Fungsi dan peran CRM
• Loyalitas customer dan mengoptimalkan Customer experience
• CRM and Business Intelligence

2. CRM dalam Aktivitas Marketing

• Relationship and One to One Marketing
• Cross Selling and Up-selling
• Customer Retention
• Customer and Business Value

3. CRM dan Pelayanan Pelanggan

• Call Center and Customer Care
• Customer Satisfaction Measurement
• Customer Service Checklist for Success
• Customer Service Training

4. Aktivitas Tenaga Penjualan dan Kegiatan CRM

• Activity , Contact and Lead Management
• Business Training for Salesforce
• Handling Complain

5. Planning CRM Programs

• Developing a CRM Strategy
• CRM Business Plan
• Implementation CRM 

TRAINING METHOD

Presentation

Discussion

Case Study

Evaluation 

FACILITIES

Training Kit

Flash disk

Handout

Certificate

Lunch + 2 X Coffee Break

Souvenir

Pick Up Participant

Form Pre-Registrasi

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Topik Training	: Customer Relation Management (CRM)
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