Customer Relationship Management

Customer Relationship Management

April 17-18, 2019


Putting the customer first is one of the most valuable strategies for building a business. It is said that acquiring new customers costs five times more than retaining one. In a world where there are countless competitors vying for customers attention, it is necessary for a company to develop healthy and mutually beneficial relationships with its clients.  Satisfied customers become repeat customers and often increase their patronage; they are also the best source of word-of-mouth referrals. There is no better salesperson than a loyal customer. On our Customer Relationship Management training course you will learn how to refocus your business to concentrate on your customers to build long lasting relationships that allow you to beat the competition.


The outcome of this program cannot be over emphasized; participants will be able to do the following:

  • Conduct effective customer profile analysis
  • Craft and implement customer relationship strategies
  • Execute customer profitability analysis and manage customer experience
  • Use analytics for building company-centered advocacy in the market
  • Implement sustainable customer loyalty programmes
  • Coordinate service delivery system in field service, help desk and technical support
  • Manage call center operations and personnel
  • Develop fitting customer-centricity delivery systems
  • Identify and implement feasible best practices in customer-centricity
  • Develop performance-orientated value model
  • Conduct proper evaluation of technological solutions in CRM and customer-centricity


Completion of a Pre-Course Questionnaire and an Emotional Intelligence Assessment


  • Introduction to CRM

What is Customer Relationship Management?
Impact of IT and Globalization on CRM
Evolution of CRM and Classifications
The Value Pyramid
Customer Interaction Cycle
Customer Profiling and Total Customer Experience
Goals of a CRM Strategy and Obstacles
CRM Solutions Map
Customer Centric Enterprise (CCE)
Discussing People, Processes and Technology
CRM in Various Industries
Misconceptions about CRM

  • Managing Processes in CRM

Different Processes and Information Flow
Customer Lifecycle Management (CLM)
Customer Lifetime Value (CLV)
Contact Management
Activity Management
Issue Management
Workflow Management
Sales Force Automation (SFA)
Opportunity Management
Marketing Automation
Collaboration Processes
Enterprise Portals and Dashboards

  • Analytics in CRM

An Introduction to Analytics
Pattern Based Strategy
Analytics Techniques and Methods
CRM Intelligence Management Cycle
CRM Data Warehouse
Customer Centric Data Mining
Measuring Profitability

  • CRM Tools

Classifications of CRM Tools
Microsoft Dynamics CRM 3.0
Sugar CRM
VtigerCRM 5
Open CRX
Compiere ERP and CRM
Salesforce CRM
Zoho CRM

  • Implementing CRM in an Enterprise

Defining the CRM Vision
Assessing CRM Readiness
Factors Affecting CRM Implementation
CRM Implementation Challenges
Phases of CRM Implementation
Upgrades and Change Management
CRM Implementation Pitfalls
CRM Performance Measurement

  • CRM Case Studies


This is an interactive workshop and the learning methods will include:

  • Inputs
  • Exercises
  • Group Activities & Discussions
  • Handouts

Some of these exercises will be workshop bases, whilst other exercises will use particular aspects of the delegates work situations. Participating organization will be assessed independently.


Anybody who wants to beat the competition by developing strong relationships with customers and ensuring they never want to look elsewhere.

INVESTMENT IN KNOWLEDGE                                         

N75, 000.00, this fee covers expert tuition, training kits and brochure, souvenirs and certificate of completion, and feeding (tea break, lunch (buffet) throughout the duration of the Programme


Venue:             2nd Floor

Lagos Chambers of Commerce & Industry Building (LCCI)

Bola Tinubu Way, Beside Marwa/MKO Garden

Alausa Ikeja,


Date:               April 16-18, 2019

Time:               9a.m. Daily


E-mail: Call:  +234 805 444 8597 +234 708 503 9947 +234 809 631 1690

Pay in favour of favour of SPC PATTERNS CONSULTING into the following banks

GTBANK – 0003651617

FCMB – 2733813011


  • Certificate of participation exclusive to all participants
  • Subscription to this program is currently open and will stay open until one week before the course.