CRM | Workshops | Mutiny Asia | Talent Development

CRM Fast Track

Supercharge Your Business with Customer Relationship Management

Rapid growth in consumer engagement with online media means that digital marketing now lies at the heart of every successful business.

From the back waters of call centres to the core of marketing engagement, effective CRM gives you access to the data that inspires new product development, customer insights, communications and direct marketing.

Developing a sound knowledge of the application and implementation of CRM best practice is a 'must have' skill for world class business people who leverage the best possible information to keep ahead of the competitors.

This workshop offers delegates a solid foundation to build cutting edge competence and drive business growth.

Why Attend

Designed for the CRM novice, this course offers delegates a thorough grounding in the key principles of CRM:

An understanding of the benefits, marketing applications and technologies involved
How customer lifecycle management enables organisations to identify, seek permission and deliver customised marketing messages to high priority customers
Derive benefit from customer insights to establish needs and values that inspirce new product development
Build communities of specialists, loyal customers and brand advocates to maximise growth potential

By leveraging theory alongside practical activities, delegates not only acquire the core principles underlying CRM, but leave with a simple framework to apply these rules to grow their own business

Build on Recognised Frameworks

The CRM workshop and its associated activities and challenges build off the work of market leaders in CRM including V. Kumar and Werner Reinartz (Customer Relationship Management: A Databased Approach), Francis Buttle and Stan Maklan(Customer Relationship Management), Ed Peelen and Rob Beltman (Customer Relationship Management) Adele Berndt and Madéle Tait (Relationship Marketing & Customer Relationship Management), Dick Lee (The Customer Relationship Management Survival Guide).

Insights are also offered from Christian Gronroos (Service Management & Marketing: A Customer Relationship Management Approach)

Workshop Details

Course Length	1 day
Time	9am to 5pm
Dates	Available on request
Class Size	Maximum 20 persons

Further Information

Who Should Attend

This workshop will benefit all practitioners that have oversight of, implementation responsibilities or are the end users of customer data to define business strategy and product development

Entrepreneurs
C-Suite Leadership
Marketing Leadership
Brand managers
Operations executives
Marketing technology developers and engineers

Our Approach

This workshop involves four key components:

Introduction and goal setting
Core concepts and execution frameworks
Activities and challenges
Recap and next steps

The framework encompasses the SECI knowledge model with a view to translating organised and integrated business approaches into internalised knowledge and practical application. Details of our training approach can be found on our workshop page on this link.

Curriculum

The one day program includes and introductory session and goal setting. It mixes the day down into four key modules combining theory, activities and challenges with a view to developing an executional framework for a CRM strategy. Modules include:

An introduction to CRM reviewing the benefits, applications and technologies alongside the effective structure of CRM data
A review of Customer Lifecycle Management that covers permission based marketing, personalisation, mass customisation, creating value and loyalty and Customer Lifetime Value (CLV) modelling
An exploration of Customer Insights through measurement, real world experience, motivation and values and the use of recommendations and feedback
The impact of Social Media including the creation and maintenance of virtual communities

During the course of the day, delegates will generate a simple framework for applying CRM models to their own business to drive growth opportunities.

Workshop Fees and Payment Options

Payment	Direct invoicing with secure online credit card or PayPal payments
Includes	Venue (only for public events), speaker fee and online access as appropriate
Courseware	Bring all you need - a pen and paper or your own device
One Day Fee	US$399 per person
Group Discounts	20% off for groups of 5 or more
Contact No.	+65 9853 0051
Contact email	nick@mutiny.asia