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Sales
How to manage the Customer Relationship?
How to manage the Customer Relationship?
Curriculum
10 Sections
140 Lessons
8 Weeks
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Collapse all sections
Fundamental of Marketing
10
1.1
The Marketing Concept
1.2
The Seven P’s of Marketing (Marketing Mix)
1.3
Target Market and Segmentation
1.4
Consumer Behavior
1.5
Branding
1.6
Marketing Research
1.7
Digital Marketing
1.8
Customer Relationship Management (CRM)
1.9
Marketing Strategy and Planning
1.10
Ethics and Social Responsibility in Marketing
Customer Segmentation
13
2.1
Advanced Analytics and Machine Learning
2.2
Customer Lifetime Value (CLV) Segmentation
2.3
Behavioral Segmentation
2.4
RFM Analysis
2.5
Persona Development
2.6
Real-time Personalization
2.7
Omni-Channel Integration
2.8
Geographic Segmentation
2.9
Social Media Listening
2.10
Dynamic Content Personalization
2.11
A/B Testing for Personalization
2.12
Case Studies
2.13
Rest
Data Analytics in CRM
12
3.1
Customer Segmentation
3.2
Personalization
3.3
Customer Insights
3.4
Predictive Analytics
3.5
Churn Prediction
3.6
Lifetime Value (LTV) Analysis
3.7
Campaign Effectiveness
3.8
Real-time Analytics
3.9
Cross-channel Integration
3.10
Feedback Analysis
3.11
Case Studies
3.12
Rest
Customer Journey Mapping
16
4.1
1- Advanced Customer Journey Mapping Techniques
4.2
Cross-Channel Mapping
4.3
Persona-Specific Mapping
4.4
Real-Time Journey Mapping
4.5
Emotion Mapping
4.6
Quantitative Analysis
4.7
2- Implementing Improvements Based on Insights
4.8
Identify Key Pain Points
4.9
Collaborative Problem Solving
4.10
Incorporate Customer Feedback
4.11
Iterative Testing and Prototyping
4.12
Technology Integration
4.13
Employee Training and Engagement
4.14
Continuous Monitoring
4.15
Case Studies
4.16
Rest
Strategic CRM
9
5.1
Alignment with Business Goals
5.2
Integration with Organizational Strategy
5.3
Customer-Centric Culture
5.4
Data-Driven Decision-Making
5.5
Technology Integration
5.6
Cross-Functional Collaboration
5.7
Continuous Improvement
5.8
Case Studies
5.9
Rest
Omni-Channel Integration
12
6.1
Unified Customer Profiles
6.2
Real-Time Data Synchronization
6.3
360-Degree View of Customer Interactions
6.4
Consistent Brand Messaging
6.5
Integrated Communication Channels
6.6
Cross-Channel Analytics
6.7
Mobile Integration
6.8
Workflow Automation
6.9
Training and Education
6.10
Adaptability and Scalability
6.11
Case Studies
6.12
Rest
Customer Retention Strategies
12
7.1
Personalized Customer Experience
7.2
Loyalty Programs
7.3
Excellent Customer Service
7.4
Feedback and Surveys
7.5
Proactive Communication
7.6
Exclusive Offers and Events
7.7
Social Proof and Testimonials
7.8
Community Building
7.9
Continuous Improvement
7.10
Surprise and Delight
7.11
Case Studies
7.12
Rest
Cross-Selling and Upselling
18
8.1
1- Cross-Selling Strategies
8.2
Understand Customer Needs
8.3
Segmentation
8.4
Bundle Offers
8.5
Personalized Recommendations
8.6
Timing is Key
8.7
2- Upselling Strategies
8.8
Highlight Premium Options
8.9
Limited-Time Offers
8.10
Customer Education
8.11
Loyalty Programs
8.12
3- Integrating Cross-Selling into the Customer Experience
8.13
Seamless Integration
8.14
Consistent Messaging
8.15
Omnichannel Approach
8.16
Customer Feedback and Iteration
8.17
Case Studies
8.18
Rest
CRM Metrics and Key Performance Indicators (KPIs)
18
9.1
Customer Acquisition Cost (CAC)
9.2
Customer Lifetime Value (CLV or LTV)
9.3
Customer Retention Rate
9.4
Customer Churn Rate
9.5
Net Promoter Score (NPS)
9.6
Conversion Rate
9.7
Average Revenue Per User (ARPU)
9.8
Customer Satisfaction (CSAT)
9.9
Lead-to-Customer Conversion Rate
9.10
Response Time
9.11
Customer Support Ticket Resolution Time
9.12
Upsell and Cross-sell Rates
9.13
Social Media Engagement
9.14
Customer Feedback and Surveys
9.15
Percentage of Repeat Business
9.16
KPIs
9.17
Case Studies
9.18
Rest
CRM in B2B and B2C Environments
21
10.1
1- B2B CRM Strategies
10.2
Long-Term Relationship Building
10.3
Account-Based Marketing (ABM)
10.4
Integration with Sales Processes
10.5
Customization and Scalability
10.6
Collaboration Tools
10.7
Data Security and Compliance
10.8
2- B2C CRM Strategies
10.9
Personalization at Scale
10.10
Multi-Channel Engagement
10.11
Quick Decision-Making
10.12
Loyalty Programs and Retention
10.13
E-commerce Integration
10.14
Mobile Optimization
10.15
3- Common Considerations
10.16
Data Analytics
10.17
Automation
10.18
Customer Feedback
10.19
Case Studies
10.20
Rest
10.21
Customer Relationship
30 Minutes
11 Questions
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