Brisbane | Enterprise CRM Strategies® 1 Day Expert-led Training
Description
Duration: 8 hours (including breaks) | Format: In-person / In-house / Online / Hybrid Certification: Course Completion Certification | Credits: 8 CEUs/CPDs/PDUs
Course Overview:
This course provides a practical understanding of how to build, manage, and strengthen customer relationships to drive long-term business success. Participants will learn how to effectively handle customer interactions, improve satisfaction and loyalty, and use CRM strategies to enhance communication, sales, and service delivery.
The program focuses on customer-centric thinking, relationship-building techniques, and the effective use of CRM tools to track, analyze, and respond to customer needs. Through real-world examples and interactive activities, participants will gain the skills needed to improve customer experience, increase retention, and support sustainable growth.
Key Takeaways
By the end of the program, participants will:
Strong customer relationships drive long-term business success
Understanding customer needs is the foundation of CRM
Effective communication builds trust and loyalty
Excellent service creates memorable customer experiences
Handling complaints well can strengthen relationships
CRM tools help manage and improve customer interactions
Retention is more valuable than constant acquisition
Training Methodology
This program includes:
Interactive facilitator-led discussions
Real-world workplace examples
Group activities and role-plays
Scenario-based learning
Self-assessment exercises
Practical application techniques
Reflection and action planning
Prerequisites:
None
Technical Requirements:
For In-house training:
Projector, Screen or TV
HDMI cable
Notebook, Pen
Internet
Laptop or tablet
Note: The training schedule includes two 15-minute coffee breaks and one 30-minute lunch break
What changes you will take back home after an 8-hour experience!
You leave with:
Understand the principles and importance of CRM in business growth
Build strong, long-term relationships with customers
Improve customer communication and engagement strategies
Handle customer queries, complaints, and difficult situations effectively
Use CRM tools and data to enhance customer experience
Increase customer retention and loyalty
Identify customer needs and deliver value consistently
Align customer service with business goals
For scheduling and group pricing, please enquire at sales@wisdommindsglobal.com.
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FAQs
- 1. What is Enterprise CRM Strategies training?
It is a one-day training program focused on improving customer relationships and business performance through CRM strategies.
- 2. Who should attend this training?
Sales managers, marketing professionals, business leaders, customer service teams, and CRM professionals.
- 3. What will participants learn?
Participants will learn CRM planning, customer engagement, retention strategies, and sales optimization.
- 4. What is the duration of the training?
The training is designed as a one-day expert-led program.
- 5. What are the benefits of CRM strategies?
CRM strategies help improve customer satisfaction, strengthen loyalty, and increase business growth.
- 6. Is this training suitable for beginners?
Yes, it can be suitable for beginners and professionals who want to improve their CRM knowledge.
- 7. Will participants learn practical CRM techniques?
Yes, the program can cover practical strategies for managing customer data and improving customer interactions.
- 8. How can CRM improve customer retention?
CRM helps businesses understand customer needs, personalize communication, and build long-term relationships.
- 9. Can CRM strategies improve sales performance?
Yes, effective CRM strategies can help track sales opportunities, manage leads, and strengthen customer relationships.
- 10. How can I Register this Course?
For More Information & Registration
Please contact us at sales@wisdommindsglobal.com
Agenda
Module 1: Introduction to CRM
⦁ What is Customer Relationship Management? ⦁ Importance of CRM in today’s competitive market ⦁ Customer lifecycle and journey ⦁ Role of CRM in business success
Module 2: Understanding Customer Needs & Expectations
⦁ Types of customers and behavior patterns ⦁ Identifying customer needs and pain points ⦁ Active listening and empathy ⦁ Delivering personalized experiences
Module 3: Effective Customer Communication
⦁ Verbal and non-verbal communication skills ⦁ Professional email and phone etiquette ⦁ Building rapport and trust ⦁ Handling difficult conversations
Module 4: Customer Service Excellence
⦁ Principles of excellent customer service ⦁ Service vs experience ⦁ Exceeding customer expectations ⦁ Consistency in service delivery
Module 5: Handling Complaints & Conflict Resolution
⦁ Types of customer complaints ⦁ Steps to handle complaints effectively ⦁ De-escalation techniques ⦁ Turning complaints into opportunities
Module 6: CRM Tools & Data Management
⦁ Introduction to CRM systems ⦁ Managing customer data effectively ⦁ Tracking interactions and follow-ups ⦁ Using data for better decision-making
Module 7: Customer Retention & Loyalty Strategies
⦁ Importance of customer retention ⦁ Building loyalty programs ⦁ Relationship-building techniques ⦁ Measuring customer satisfaction
Module 8: Action Planning & Continuous Improvement
⦁ Creating a customer-focused action plan ⦁ Setting service standards and KPIs ⦁ Monitoring and improving performance ⦁ Building a customer-centric culture
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