Course Details

- COURSE OVERVIEW

This intensive 5-day training program provides a comprehensive understanding of Customer Relationship Management (CRM), equipping participants with the skills, tools, and strategic insights necessary to manage customer relationships effectively. The course covers both the theoretical foundation and practical implementation of CRM systems and strategies, from customer acquisition to retention, leveraging data analytics, automation, and modern digital tools.

Participants will gain hands-on experience in CRM planning, system selection, data utilization, and integration with sales, marketing, and service functions to improve customer satisfaction, loyalty, and lifetime value.


+ SCHEDULE
DATEVENUEFEE
20 - 24 Jul 2026Milan, Italy$ 4500

+ WHO SHOULD ATTEND?

This course is appropriate for a wide range of professionals but not limited to:

  • Marketing and Sales Managers
  • Customer Service Managers
  • Business Development Executives
  • CRM Administrators and Analysts
  • IT and Systems Professionals involved in CRM implementation
  • Entrepreneurs and Business Owners
  • Anyone involved in managing customer interactions and relationships

+ TRAINING METHODOLOGY
  • Expert-led sessions with dynamic visual aids
  • Comprehensive course manual to support practical application and reinforcement
  • Interactive discussions addressing participants’ real-world projects and challenges
  • Insightful case studies and proven best practices to enhance learning

+ LEARNING OBJECTIVES

By the end of this course, participants will be able to:

  • Understand the fundamental concepts and benefits of CRM.
  • Develop customer-centric strategies aligned with organizational goals.
  • Analyze and map customer journeys and lifecycle stages.
  • Select and implement appropriate CRM technologies.
  • Use CRM analytics and reporting for strategic decision-making.
  • Integrate CRM with sales, marketing, and service operations.
  • Drive customer loyalty, retention, and lifetime value through best practices.

+ COURSE OUTLINE

DAY 1

Introduction to CRM & Customer-Centric Strategy

  • Welcome and introduction
  • Pre-test
  • What is CRM? – Definitions, History, and Evolution
  • Benefits of CRM for Organizations and Customers
  • Types of CRM: Operational, Analytical, and Collaborative
  • Understanding Customer-Centric Business Models
  • Customer Lifecycle and Buyer Journey
  • Case Studies: Successful CRM Initiatives

 

DAY 2

Customer Segmentation, Acquisition & Retention Strategies

  • Customer Segmentation Techniques
  • Targeting High-Value Customers
  • Strategies for Customer Acquisition
  • Retention and Loyalty Programs
  • Personalization and Customization
  • Lifetime Value (CLV) and its Impact on CRM Strategy

 

DAY 3

CRM Technologies and Platforms

  • Overview of CRM Software (Salesforce, HubSpot, Zoho, MS Dynamics, etc.)
  • Key CRM Features and Functionalities
  • CRM Selection and Implementation Considerations
  • Data Management in CRM: Cleansing, Integration, and Governance
  • Cloud-Based vs. On-Premise Solutions
  • Hands-on Demo

 

DAY 4

CRM Analytics and Performance Measurement

  • Using Data to Drive CRM Strategy
  • Customer Data Analysis & Predictive Analytics
  • Dashboards, KPIs, and Metrics for CRM
  • ROI Measurement and Customer Profitability
  • Automation in CRM: Marketing Automation, Sales Funnels, Lead Scoring
  • Tools for CRM Reporting and Visualization

 

DAY 5

CRM Integration, Change Management & Best Practices

  • Integrating CRM with Marketing, Sales, and Service Processes
  • Organizational Alignment and Culture for CRM Success
  • Change Management for CRM Adoption
  • Managing Stakeholders and Training Teams
  • CRM Challenges and How to Overcome Them
  • Action Planning
  • Final Exercise: CRM Strategy Presentation by Participants
  • Post-test
  • Certificate ceremony

Course Code

SM-104

Start date

2026-07-20

End date

2026-07-24

Duration

5 days

Fees

$ 4500

Category

Sales and Marketing

City

Milan, Italy

Language

English

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