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Certificates: Certificate "Customer service with CRM"
Sales management" certificate -
Examination: Practical project work with final presentations
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Teaching Times: Full-timeMonday to Friday from 8:30 a.m. to 3:35 p.m. (in weeks with public holidays from 8:30 a.m. to 5:10 p.m.)
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Language of Instruction: German
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Duration: 8 Weeks
Customer service with CRM
Basics of Customer Relationship Management (approx. 3 days)
Introduction to Customer Relationship Management
Strategic, analytical, operational CRM
Integrated CRM solutions: ERP system, data warehouse, data mining and OLAP
Data protection basics (approx. 1 day)
Dealing with customer data
Storage and forwarding of customer data
Data protection in the area of marketing/advertising
Artificial intelligence (AI) in the work process
Presentation of specific AI technologies
and possible applications in the professional environment
Acquiring and retaining customers (approx. 4 days)
Analysis of customer needs
Customer satisfaction management
Customer communication
Customer experience (CX)
Psychology of customer relationships
Development and maintenance of customer databases
360 degree customer view
Holistic case management
Dealing with customer data (approx. 4 days)
Managing appointments, contracts and budgets
Customer administration
Workflows between teams
Cleaning up the database
Analytical CRM (target group analysis, customer value analysis, forecasts)
Real-time dashboards
Overview of key performance indicators
Drill-down analysis
Inline data visualization
Evaluation of sales opportunities
Increasing customer profitability (approx. 3 days)
marketing
Targeted feedback
Segmentation tools
Campaign management
Workflows
Lead-to-cash transparency
Real-time sales forecasting
Pipeline reports
Introduction to CRM software (approx. 2 days)
Overview of the CRM system landscape
Presentation and positioning of various CRM systems
Mapping process flows
Project work (approx. 3 days)
To consolidate the content learned
Presentation of the project results
Sales management
Focus on markets and customers (approx. 3 days)
Changing markets
Market positioning (USP)
Customer centricity as the basis for sales success
Market analysis (including portfolio analysis)
Marketing mix and marketing instruments
LEAD and distribution channels
Artificial intelligence (AI) in the work process
Presentation of specific AI technologies
and possible applications in the professional environment
Sales strategy, sales organization and sales processes in the digital age (approx. 2 days)
Sales strategy 4.0 - Sales goes digital
Sales organization
The holistic sales process
Intersections
Methods of territory division and territory planning
Sales partners and multipliers
Personality development for sales management (approx. 3 days)
Choreography of selling
Sales psychology and neuronal communication
Work motivation
Conducting negotiations
Moderation and presentation
Conflict management
Closing techniques
Successful complaint management
Change from employee to supervisor (approx. 3 days)
Changes and expectations
Closeness, distance and acceptance
Power and envy
Sales management and key figures (approx. 2 days)
CRM utilization
Planning and control
Controlling
KPIs
Personnel management in sales (approx. 3 days)
Leadership role in sales and interfaces
Employee management, understanding of roles and performance evaluation
Management concepts and models
Corporate culture
Employee appraisals and target agreements
Remuneration models in sales
Requirements profile and employee selection
Dealing with low performers
Leading at a distance
Employee development and promotion
Team building
Distribution law and other framework conditions (approx. 1 day)
Contract law and contract design
Contract components and general terms and conditions
Payment modalities
Aftersales services
Sales financing
Project work (approx. 3 days)
To deepen the content learned
Presentation of the results
Changes are possible. The course content is updated regularly.
After the course, you will have a holistic understanding of CRM. You will be able to analyze and optimize customer relationships.
You also know the markets and can assess customers well. You know the right sales strategy for companies, can develop it and implement it successfully with the right measures in the operational business. You will also define key performance indicators and coach your team based on these indicators.
This course is aimed at employees from marketing, sales and quality management, as well as managing directors, product managers, key account managers and start-ups.
The course is also aimed at employees and prospective managers from all areas who would like to work in sales management in the future.
Customer satisfaction is often a decisive factor for the success of a company. With well-founded qualifications in sales and CRM, you will have skills relevant to the job market for almost all industries. After the course, you will be able to take on responsible tasks in customer service.
You will also qualify for a career in sales or distribution and therefore for positions in any company with a sales department.
Your meaningful certificate provides a detailed insight into the qualifications you have acquired and improves your career prospects.
Didactic concept
Your lecturers are highly qualified both professionally and didactically and will teach you from the first to the last day (no self-study system).
You will learn in effective small groups. The courses usually consist of 6 to 25 participants. The general lessons are supplemented by numerous practical exercises in all course modules. The practice phase is an important part of the course, as it is during this time that you process what you have just learned and gain confidence and routine in its application. The final section of the course involves a project, a case study or a final exam.
Virtual classroom alfaview®
Lessons take place using modern alfaview® video technology - either from the comfort of your own home or at our premises at Bildungszentrum. The entire course can see each other face-to-face via alfaview®, communicate with each other in lip-sync voice quality and work on joint projects. Of course, you can also see and talk to your connected trainers live at any time and you will be taught by your lecturers in real time for the entire duration of the course. The lessons are not e-learning, but real live face-to-face lessons via video technology.
The courses at alfatraining are funded by Agentur für Arbeit and are certified in accordance with the AZAV approval regulation. When submitting a Bildungsgutscheinor Aktivierungs- und Vermittlungsgutschein, the entire course costs are usually covered by your funding body.
Funding is also possible via Europäischen Sozialfonds (ESF), Deutsche Rentenversicherung (DRV) or regional funding programs. As a regular soldier, you have the option of attending further training courses via Berufsförderungsdienst (BFD). Companies can also have their employees qualified via funding from Agentur für Arbeit (Qualifizierungschancengesetz).