training and development

1. Training program
on
Customer Relationship
Management

2. Introduction
 CRM – Customer Relationship Management
“CRM is a process or methodology used to learn more
about customers' needs and behaviors in order to develop
stronger relationships with them”.

3. Objectives
 To make aware about the conceptual framework of CRM.
To conduct the customer profile analysis.
To know how we can manage the long term relationship with the
customers

4. Contents
 CRM Basics
 CRM - Conceptual Framework
 CRM – Lifecycle
 Analytics in CRM
 Managing process in CRM

5. DAY 1
• Introduction to CRM
• Brief History of CRM development
• Case introduction and approaches
DAY 2
• Types of CRM
• Analytical CRM
• Operational CRM
• Collaborative CRM
• PersonalityTypes
• Customer value management
DAY 3
• Long term customer relationship
• Customer retention
• The importance of CRM
SCHEDULE
Program runs from 9am -3pm
Lunch break: 1pm-2pm

6. Methodology
 Case study
 Discussion
 Role play
 Simulation

7. VENUE
SBI slc building, Head office
complex, Poojapura, Po.
Thiruvananthapuram - 395012
Contact no:0471-2463179
Participants
Chief customer service officers(SBI)
Clerks(SBI)
25 participants

8. Cost
 Training material and equipment - 2000
 Payment for Instructor - 35000
 Food and accommodation - 25000
 Travel allowance - 6000
 Total Cost - 68000
 Fees - 2720

9. Training Organization
 47 learning centers
 5 apex institutes
 Trainer
• Senior CRM Consultant
• 15+ yrs. of experience in the field of IT & CRM