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READY?AreyoureadyforCRM?CRMAskyourselfthefollowingquestions:DOYOUHAVECustomerStrategy?CustomerSegmentation?CustomerValueCalculation?CustomerExperienceManagement?BusinessProcessManagement?ImplementationMethod?MeasurementMetrics?ChangeManagement?VendorSelection&Evaluation?“NowyoucouldtailorCRMtrainingONYOURDEMAND,totallybasedonyourNEEDS,TIMEandBUDGET.Youcouldchooseamongst15modulestoformyourownprogram,rangingfromhalf-dayto4-day.”CRM154GreaterChinaCRMOnDemandCorporateTrainingGreaterChinaCRMOnDemandCorporateTrainingProgramiscomposedofbothglobalandlocalexpertiseandexperiences,jointlydevelopedbyGCCRMAssociates,Global&ChinaAdvisors,andGCCRMResearchInstitute.GreaterChinaCRMGCCRMGCCRMOnDemandCorporateTrainingisanewlylaunchedcorporatetrainingprogramofferedbyGreaterChinaCRM.Composedof15differentmodulesin3levels,youcouldtailoryourowntrainingprogramssubjecttoyourspecificneeds,timeline,budgetsandmanpowerresources.GreaterChinaCRM31515ModulesinThreeDifferentLevels315AdvancedModulesLearnandacquirethemostupdatedCRMconcepts,knowledgeandapplicationsevidencedbyworld-classCRMGurus.ModulesincludeCustomerExperienceManagement(CEM),CustomerLifetimeValue(CLV),BusinessProcessManagement(BPM),VendorSelectionandEvaluationetc.,allarecriticaltoyourCRMsuccess.CRM(CEM)(CLV)(BPM)BasicModulesForthosewhowanttolearnmoreaboutCRM.ThisisafoundationmodeltohelpyouunderstandhowCRMcanbeappliedtoyourbusiness,fromstrategydevelopment,customersegmentation,criticalsuccessfactorsandChinaCRMcasestudiesanalysis.CRM3CModules3CASino-EurocustomermanagementmethodjointlydevelopedbyTheCustomerMarketingInternational(TheNetherlands)andGreaterChinaCRM.AcompleteroadmaptoguideyouthroughaCRMprojectfromsegmentingyourcustomer(CustomerPyramidBuilder),allocatingcost(CustomerBasedAccounting)todevelopingCustomerGoalsandContactPlans.GreaterChinaCRMAdvancedModulesBasicModules3CModules3CCEM(CustomerExperienceManagement)ModuleCEMCRMBasicsModuleCRM3CIntroduction&3CMetricsModule3C3CCLV(CustomerLifetimeValue)ModuleCLVCRMStrategy/Objectives/MetricsModuleCRM//CustomerPyramid&CustomerFocusModuleChangeManagement&End-userBuy-inModuleCustomerSegmentationModuleCustomerSatisfaction&Customer-BasedAccountingModuleBPM(BusinessProcessManagement)ModuleBPMCRMCaseStudiesModuleCRMCustomerGoals&CustomerContactPlanModuleCRMVendorSelection&EvaluationModuleCRMCRMCriticalSuccessFactorsModuleCRM3CImplementation&RoadmapModule3CAuxiliaryToolsPre-TrainingAnalysis(PTA)Itisaone-daystand-alonemoduletohelpidentifyingyourcorporate’skeyissuesandproblemareas.17measurementmetricsfromCRMBodyCheckwillbeemployedtogiveacomprehensivereviewonthecurrentstatusofyourcorporation.CRMBodyCheck17WorkshopModuleThisworkshopmoduleisdesignedtoencourageactiveparticipationandinteractionbetweengroups.Allparticipantswillbeaskedtodemonstratewhattheyhavelearntandapplyrealcasesamplesattheirworkviagroupdiscussions,casestudiesanalysisandstand-uppresentation.Whyshouldweattend?Worldwidestatisticsshowthat70%CRMprojectsfail!Itisobviousmostofthecompaniesdonotequipthemselvesforthemove.Viathesetrainingmodules,youwillbeabletounderstand:70%CRM-Whereareyou–howreadyyourorganizationisforCRMimplementationCRM-Whatareyoumissing–Strategy,People,Process,TechnologyorCustomer?-LearnfromtheSuccess–ReallifesamplesandcasestudiesfromChinaandabroad-GetreadyforaJumpStart–Filluptheskills,knowledgeorculturalgapsbeforeyourolloutyourprojectWhomfrommycompanyshouldattend?-SeniorBusinessExecutiveswhohavebottom-lineresponsibilitiesonCRMCRM/-ThewholeCRMProjectTeamCRM-DepartmentHeadsofSales,Marketing,Service,andITetc.IT-Front-lineStaff/End-userwhohavetoimplementCRMCRM/HowtoBuildMyOwnProgram?Subjecttoyourcorporateneedsandconcerns,youcouldchoosebetweendifferentmodulesinthesamelevelorcrosslevels.Everymodulewillrunfor75minutesandtwomoduleswillformahalfdayprogram.Thetrainingprogramcouldlastforaminimumofhalf-daytoamaximumoffourdays.754Tomakeyourtrainingprogramshighlyeffectiveandspecifictoyourcorporateneeds,thePre-trainingAnalysisishighlyrecommendedandthisonedayprogramcanbeapre-requisitetosomeofthemodulesabove,e.g.BusinessProcessManagementinordertodelivermeaningfuloutputsspecifictoyourcompany.FullModuleDetailsA.AdvancedModulesA1.CEM(CustomerExperienceManagement)ModuleCEM-Confirmperceivedbrandvalues&image-Understandcurrentexperience&expectation-Identifythecriticalmoments-Gapanalysisondesired&actualcriticalmoments-Maprequirementstofillthegaps-Alignrequirementswithstrategy,people,processandtechnology-FeedbackmechanismforcontinuousimprovementsA2.CLV(CustomerLifetimeValue)ModuleCLV-Introducingcustomerlifetimevalue-HowcustomerlifetimevaluecouldenhanceyourCRMimplementationCRM-Calculatingcustomerlifetimevalue-Improvingcustomerlifetimevalue-Applicationsofcustomerlifetimevalue-CustomerlifetimevalueandcustomerequityA3.ChangeManagement&End-userBuy-inModule-WhychangemanagementissocriticalinCRMimplementationCRM-Establishurgency–negative/positive/-Formthecoreteamof“Change”-Developandcommunicatethevisionandstrategy-Equip,empowerandmotivateyouremployees-Generatequickwinsandproducemorechanges-Embedthen