Customer Relation Management

Jayakarta Hotel, Bandung | May 26-28, 2010 | Rp.5.250.000,-

 

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

Drs. Elyus Lanin, Msi, has worked with many nationwide most wellknown organizations & companies, to include Department of Foreign Affairs, PT. Jamsostek, PT. Industri Pesawat Nusantara, RCTI, Bank Indonesia, PT. Kertas Kraft Aceh, PT. Jasa Raharja, PT. Indosat Tbk, PT. Telkom Tbk, BCA, PT. Unilever, HMS Sampoerna Tbk, PT. Freeport Indonesia, PT. Pupuk Sriwijaya, PT. Timah Tbk, Pertamina, PT. Krakatau Steel, PT. Wijaya Karya, PT. Tambang Timah Bukit Asam, Garuda Indonesia, Indomobil, Bappenas, Bank Mandiri, PT. Askes and more; either as a consultant or professional trainer.

He applies his 15-plus years of management experience and expertise in human resources functional and management to delivering messages that focus on simple solutions to common, personal and organizational problems on each of his assignment.  His field of expertise including structuring company’s organizational chart, job descriptions & specifications, payroll systems & models, thus it’s functional.

When it comes to motivating and training people, Mr. Lanin is a simply entertaining, energetic and effective motivational keynote trainer/speaker who has presented over 200 training classes and seminars to include Effective Decision Making, Training for Trainers, Leadership & Selling Skills and last but not least Presentation Techniques.

 

Schedule
May 26-28, 2010
3 days

Venue
Jayakarta Hotel, Bandung

Tuition Fee
Rp.5.250.000,- per participant, excluding accommodation & tax.

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Updated By Informasi Training • March 14, 2010