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Customer Relationship Management: CUSTOMER EXPERIENCE

CUSTOMER EXPERIENCE MANAGEMENT
Instructor:
Elizabeth Graham
7 students enrolled
English [Auto]
WHAT IS CRM
WHY IS CRM NEEDED
CRM
CUSTOMER RELATIONSHIP MANAGMENT
CUSTOMER EXPERIENCE MANAGMENT
CROSS SELLING
UP SELLING
FEATURES OF CRM
CRM SYSTEMS
BUILDING CUSTOMER LOYALTY
IMPROVING CUSTOMER LIFE CYCLE
LEAD CONVERSION
CONTACT CONVERSION
SALES CONVERSION
CLOSING RATE
MARKETING PROCESS

In this course you will be learning about CRM (Customer Relationship Management). I will be teaching you how to manage customer experience in order to cross sell and up sell using CRM features. You will gain a understanding on why CRM is needed and what CRM systems entails when building customer loyalty and improving customer life cycle. Lead conversions, contact conversions, sales conversions and closing rates will also be reviewed in this course.

Introduction

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Course Introduction

During this course to get a more in-depth understanding on how important customers are to a business. This course is not necessarily designed to help you gain customers but rather to deepen the relationship for you to cross sell other products or upscale the current product or service. Cross selling and up selling products or services is an extremely important key to the growth of a business. As entrepreneurs in todays times, it is really important to have the best possible relationship with the customers and clients because there is so much competition.

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Course Outline

Multiple lessons will be taught during this course.

The first lesson you will be taught is what the acronym CRM stands for and what it means in business.

The second lesson you will be taught is Why CRM is needed for the growth of a business.

The third lesson you will be taught The features and functionalities of CRM and how they are used in specific situations.

The last lesson you will be taught Popular CRM systems. Systems that you could do your research on and implement it immediately in your business.

What is CRM

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CRM DEFINITION

CRM stands for Customer relationship management.


It is the combination of practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle. The purpose behind this is to improve customer service relationships and assist in customer retention in order to increase sales.


The chart shown gives a businesses a blueprint on how to best serve their clients and customers.


CRM systems compile customer data across points of contact, between the customer and the company. This could be the marketing material, the company's website or social networks, direct mail, it’s a plethora of different points where the customer or client connects to the business.


CRM systems can also give the company detailed information on customers' personal information, purchase history, buying preferences and concerns.


This is done to improve customer service relationships and assist in customer retention in order to increase sales.

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UNDERSTANDING THE SIX STEPS TO CRM
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BENEFITS OF CRM

Why should CRM be included into your business plan? This lecture will help you understand.

The first reason is because you want to be able to collaborate with the different teams within the company. The digital team must understand that in todays times. The internet is usually where customers and clients see the company for the first time before exploring the website.


The marketing team must capture the attention. The sales team must close the deal. There are many different moving parts, so it is important to understand that the different points of contact must be done in a united way, effective and productive way.


CRM is important to engage open communication and trust with the customer or client in order to build long lasting professional relationship. For most people when they find something that works well for their needs, those people will not want to try something new.


If your company is able to resolve a problem and build a strong relationship via heightened customer experience than it is given that there will be increased revenue from cross selling or upselling of products and services.

WHY IS CRM NEEDED?

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ROLE PLAYING
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LEAD CONVERSION

Lead Conversions is the marketing process of turning leads into paying customers. It entails all the marketing practices that stimulate a desire to buy a product or service and push a lead towards the purchasing decision.

Lead Conversion is one of four steps you should take in order to have a strong base of prepping a customer for current and future sales. These steps are extremely important for sales.

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LEAD CONVERSION

Answer the multiple choice questions.

4
LEAD CONVERSION FLOW CHART

Step one for lead conversion is to have a lead generator.

Second step, would be to immediately gain contact.

Step 3 to have a sales conversation.

This conversation builds report and trust which will allow you to set up the first appointment.

Step 4 you should have all of your ducks in line.

Once people are converted into a customer or client; two they want to think about it, and you must do a follow up or three they pass completely, and you move on.

Step 5 is to complete the sale. This step also sets the tone for a referral and potential future sales.

FEATURES OF CRM

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WHY THE ROLE PLAYING EXERCISE?
2
Features of CRM Customer Relation Management
3
FEATURES AND FUNCTIONALITIES

CRM involves sales data. CRM software is needed to monitor sales activities, put various sales portfolios in order, and keep a track of numerous follow-up actions.

Management stores the date in a CRM software and it allows allocation of tasks and leads, observation of client status, and follow-up of numerous activities.

Some other features the CRM software does is target advertising campaigns and promotional, generate trouble tickets, keep records of the ticketing history, and carry out useful client surveys and obtain an in-depth overview of the inflow and/or outflow of financial resources, create and issue invoices, and attend to clients awaiting a credit.

POPULARE CRM SYSTEMS

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COMMON CRM FEATURES AND POPULAR CRM SYSTEMS

This chart is a better description for people who are looking to have specific common CRM features for their businesses. Real estate agents, digital nomads, WHAT EVER your job you SHOULD use these features and understand indept what you need in your CRM.

The features listed on the chart is:

Sales & Customer Management:

Marketing Automation:

Sales Partner Automation:

Support Management:


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TOP 10 CRM SYSTEMS PART 1
3
TOP 10 CRM SYSTEMS PART 2

THANK YOU

1
THANK YOU
You can view and review the lecture materials indefinitely, like an on-demand channel.
Definitely! If you have an internet connection, courses on Udemy are available on any device at any time. If you don't have an internet connection, some instructors also let their students download course lectures. That's up to the instructor though, so make sure you get on their good side!
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1 hours on-demand video
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Access on mobile and TV
Certificate of Completion
Customer Relationship Management: CUSTOMER EXPERIENCE
Price:
$29.98 $22

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