Customer Relation Management

SASARAN PELATIHAN Memahami mengapa CRM sanagat penting dalam membina dan menumbuhkan loyalitas pelanggan Mampu menentukan sasaran dan penggunaan CRM system Dapat menetapkan sasaran CRM system Recognize best practices in implementing a CRM strategy. Dapat memanfaatkan CRM untuk menumbuhkan penjualan, peningkatan pelayanan pelanggan dan . MATERI YANG DIBAHAS I.  CRM  DAN LOYALITAS CUSTOMER Fungsi dan peran CRM Loyalitas customer dan mengoptimalkan  Customer experience CRM and Business Intelligence II.  CRM DALAM AKTIVITAS MARKETING Relationship and One to One Marketing Cross Selling and Up-selling Customer Retention Customer and Business Value III.  CRM DAN PELAYANAN PELANGGAN Call Center and Customer Care Customer Satisfaction Measurement Customer Service Checklist for Success Customer Service Training IV. AKTIVITAS TENAGA PENJUALAN DAN KEGIATAN CRM Activity , Contact and Lead Management Business Training for Salesforce Handling Complain V. Planning CRM Programs Developing a CRM Strategy CRM Business Plan Implementation CRM METODA PELATIHAN Pemahaman konsep Kasus Games dan role-play

Instructor Drs. Elyus Lanin, Msi Schedule September 7-9, 2009 3 days Venue Papandayan Hotel Bandung Tuition Fee Rp. 5.450.000,-   per participant, excluding accommodation & tax. Registration Send by email -or- fax to: PT. FOCUS TRACO INDONESIA Wisma Pakuan, Jl. Pakuan 12 BOGOR - 16143 (0251) 2169150, 9399888   ( 021) 41002917 (0251) 7534984 training@focustraco.com