Designing Effective KPIs for CRM

INTRODUCTION

To make the CRM objectives quantifiable, they must first be assigned particular KPIs that are chosen to objectively measure a specific component of the corporate strategy. Because a KPI expresses a measurement, it is measurable. It is used to assess if and at what pace a firm is reaching its objectives.

COURSE METHODOLOGY

This course is designed in the form of workshop which will includes a variety of learning tools to help participants function effectively and efficiently in a multifunctional environment through various methodologies including;

• Short lectures
• Brainstorming
• Case studies
• Group activities
• Role playing

COURSE OBJECTIVES

The attendees of this Certificate Program will be able to:

• Determine the primary Customer Relationship Management KPIs.
• Learn about the many types of KPIs for measuring CRM.
• Create a dashboard for CRM KPIs.
• Learn how to select the appropriate CRM KPI for your company.

WHO SHOULD ATTEND THIS COURSE?

• CRM professional
• Executives
• Decision makers
• Sales managers
• Business partners
• Managers
• Heads of departments
• Marketing professionals
• Customer service professionals
• Anyone who is seeking improvement in skills for enhanced performance and career development

TARGETED SKILLS

• Seeking input and different perspectives
• Market analysis
• Customer orientation
• Conceptual thinking
• Balanced decision making
• Quality orientation
• Understanding of prospects’ motivation
• Persuading others
• Proactive thinking
• Prepare dashboards
• Set KPI