-- Lunch, Tea Break & Refreshment will be arranged by the organizer

-- Handout & Writing Materials will be provided by the organizer

-- Seats are limited and will be served on 'First Come-First Serve' basis

-- Participants will be awarded certificates at the end of the session

Who Should Attend

- Sales Professional (Managers / Specialist / Senior executives / Executives), Customer Relationship Professional (Specialist / Executor/Manager), Entrepreneurs (Emerging / Conventional), CRM expertise (Managers / Specialist / Senior executives / Executives)

- Commercial Professional (Managers / Specialist / Senior executives / Executives), Marketing professionals (Managers / Specialist / Senior executives / Executives)

- Outsourcing Agency professionals which offer infrastructure solution

- Research and Recommendation agency professional

- Customer Service professionals(Front line or backend managers, contact center managers/specialist, Telesales managers or specialist)

- Recent graduates who would like add value in their basic portfolio of career, Finally any personal who would like enrich knowledge in CRM or would like to set up CRM infrastructure in any organization.

Customer Relationship Management (CRM)

Date : 09 Mar 2012
Time : 10.00 AM - 06.00 PM
Fee  : 2500 BDT/Participant
Training venue :
Target One Group
Rupayan Golden Age, Fokhrul Islam Securities, Suite B-7, 7th Floor, 99 Gulshan Avenue, Dhaka 1212
Training Objective
Customer Relationship management is the strongest and the most efficient approach in maintaining and creating relationships with customers. Customer relationship management is not only pure business but also ideate strong personal bonding within people. Development of this type of bonding drives the business to new levels of success.

Great companies don't just win new customers; they bring them back for more. Right now, building relationships with current customers is of the utmost importance, since belt-tightening consumers choose to buy from businesses they know and trust. Once this personal and emotional linkage is built, it is very easy for any organization to identify the actual needs of customer and help them to serve them in a better way. It is a belief that more the sophisticated strategies involved in implementing the customer relationship management, the more strong and fruitful is the business. Most of the organizations have dedicated world class tools for maintaining CRM systems into their workplace. A CRM system will also help you a lot in expanding your business.

As CRM systems are capable of handling enormous amounts of data, CRM systems will help you a lot in coping with the increased numbers of customers and data. With a CRM Customer Relationship Management system installed and properly utilized, you can be sure that all data is maximized and used to ensure that your business will be successful and your customers a lot more satisfied than before. “Customer Relationship Management” training will provide you a clear idea and responsiveness about the total description (Local and Global), how to set the complete CRM in your organization (Big or Small organization), maintenance of the total platform, retention of your existing customer, Sales vs. CRM, Customer platform versus CRM act and details of customer loyalty program.

Training Outcome:

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

1.Ascertain the detail of CRM acts locally and internationally
2. Gain knowledge of how and when to apply appropriate approach of CRM based on customer’s platform
3. Integration of Marketing and Sales with CRM (Cross Functional Relation)
3.Categorize the demand of customer and how to respond situational cases
4. Defined the infrastructure of CRM in any type of organization with quality IT purchase
5.Analyze the certain relation between real time sales and long term sales
6.How to maintain the CRM activity
7. Construction and execution of CRM campaigns based on customer needs
9.Desining of “Customer Loyalty program”
10.Develop an structured approach for customer life cycle management

Training Methodology:

> Presentation and Lecture
> Exclusive handouts with quality lecture script
> Facilitator Feedback
> Case Study
> Discussion in group
> Group task with group presentation
> Peer Feedback
> Video Clips
> Q & A
> Practice

Training Content
Session: 01

> Introduction
> What is CRM?
> Define CRM
> The purpose of CRM
> Why CRM is important for any industry?
> Markers of strategically significant customers
> Global and Local CRM status
> Customer strategy assessment
> Creating and Managing Customer Relationship

Session: 02

> Information Technology and CRM
> Sales vs. CRM
> Customer platform and CRM act
> CRM value chain
> Customer Life Cycle
> Customer Lifetime Value

Session: 03

> Case Study: Solution and frequent question answering
> Steps for Effective CRM Implementation
> Database Marketing
> CRM Application
> Business Questions for CRM Implementation
> Customer Share-of-Wallet and Customer Loyalty Program
> Integration of Sales and Marketing with CLM

Session: 04

> Maintenance of CRM activity
> Designing a CRM campaign
> How to make “Customer acquisition / Increasing conversion / Reducing Churn”
> Group Task
> Team presentation
> Benefits of total day in focus with CRM

> Open Discussion & Q/A Session
Facilitator(s) Profile

Mohammed Masud Rayhan
Corporate Trainer
Performance Enhancement Catalyst
  Masud Rayhan a performance-driven professional with more than 11 years of combined expertise(Telecommunication & Bank) in Leadership, Human Resources management, recruiting, sales, customer service, corporate learning and development. Currently Rayhan is heading “Learning & Development” unit in a leading local Bank. Rayhan have proven expertise in the development of innovative learning initiatives to streamline processes and capitalize on organizational growth opportunities. A creative thinker, problem solver and decision maker who effectively balances the needs of employees with the mission of the organization. As a trainer: worked with several local and multinational organizations to ensure the positive shifting of the learning curve. As former “Head of Training & Information Management” CS- Grameenphone, he has worked very closely in several learning interventions for people development. Designed, developed and lead the creation of training programs (Soft skill / HR functional) with more than 5000 hours of training conduction. Proven experience in Training Management, Stand-up Presentations, Performance Improvement, Instructional Design, Instructional Systems Development, Leadership, Potential Assessment, Design and Development, Training Administration, Sales & Customer Service Management, Online Training Development. As a certified trainer Rayhan has worked in the development and implementation of the various organizations' training and development strategic learning plans. Involvement in creating and managing training standards, expectations and measurements that builds employee competencies and an environment of continuous learning. Experience in developing cost effective training options to meet specific business needs of the organization and create a high performance workforce. Expertise in ensuring the quality of training through effective needs assessments, course design, qualified instructors evaluation, training resource materials, and learning reinforcement strategies. Academically Rayhan has completed his BBA, MBA from Dhaka, Bangladesh and finally ended up with ACBA from IBA, Dhaka University. Several times stands in the platform of "Best Leader" from GrameenPhone Ltd.(CS Initiative). Rayhan’s extraordinarily inspirational presentations are fully customized through self-research process, rich in practical content that people can use immediately, and cautiously designed to assist individuals move to all new levels of performance, courage and individual fulfillment. Moreover, along with external corporate training Rayhan is involved with different private universities (East West University, Independent University, Stamford University, South East University, Northern University, Army Institute of Business Administration, BUBT)in Dhaka, Bangladesh for professional inauguration program.
Registration Details
Registration payment can be made by cash or A/C Payee cheque in favor of Business Express, before March 7, 2012, till 05:00 pm

Registration Point
Training Bangladesh, 18/5, Block - F, Ring Road, Shyamoli, Dhaka 1207

Mob: 01713 067708, 01912 836565, 01711 032527

Last date of registration: Wednesday, 07 Mar 2012
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