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Certificates: Certificate "Customer service with CRM"
Sales management" certificate -
Examination: Praxisbezogene Projektarbeiten mit Abschlusspräsentationen
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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
Fundamentals and strategic CRM (approx. 2 days)
CRM as a strategic corporate function
Companyblueprint: company processes
CRM vs. pure software solution
Business models and target group analysis (approx. 1 day)
Business models in the CRM environment
Market and target group definition
Personas for a differentiated customer approach
Sales channels in strategic CRM
Customer worlds and individual relationships (approx. 1 day)
Definition of the customer world
Customer journey, customer experience
Customer needs-demands-motives
ERP and operational CRM (approx. 1 day)
Resource planning and business contexts
CRM in the value chain
Synergy between sales, marketing & service
Data protection and GDPR (approx. 1 day)
Data protection
GDPR in marketing and practical cases
CRM software systems (approx. 2 days)
Introduction to CRM systems
Implementation of software
Mapping processes, automating workflows
Artificial intelligence (AI) in CRM (approx. 1 day)
Presentation of specific AI technologies
Predictive analytics and sentiment analytics
AI humanizers for customer loyalty
Analytical CRM (approx. 2 days)
KPIs for measuring success
Data mining, OLAP
SWOT analysis in CRM
Drill-down analysis
Customer Relationship Cycle and Customer Satisfaction (approx. 2 days)
Customer Relationship Cycle
Satisfaction management: NPS, CSAT, KANO and parameters for optimization
Customer acquisition, customer loyalty and increasing profitability (approx. 2 days)
Account-Based Marketing (ABM)
Strategic acquisition processes
Loyalty programs
Increasing profitability
Customer communication as a relationship guarantor (approx. 2 days)
Conversational skills and empathy in customer contact
Psychology of customer relationships
De-escalation techniques for critical customer moments
How authentic communication creates long-term relationships
Project work (approx. 3 days)
To consolidate the content learned
Presentation of the project results
Sales management
Strategy and digital marketing (approx. 4 days)
Foundation for sustainable sales management
Market analysis and trends: digitalization and USP
Customer centricity and customer journey
Channels and lead management: multichannel and omnichannel
Marketing-sales alignment
Collaboration between sales, marketing and customer success
Sales funnel and pipeline management
Digital tools and AI for market analysis and strategy
Sales performance and organization (approx. 5 days)
Efficient management and structuring of sales
Sales strategy 4.0
Organization and processes in sales
Territory and partner management
Controlling and KPIs
Data-driven sales and performance management
Sales forecasting and pipeline management
Forecast methods (bottom-up / top-down) and deal evaluation
CRM strategy and management of CRM systems
Customer management
AI-supported sales analyses and forecasts
AI for forecasting, lead scoring and sales management
Leadership and psychology in sales (approx. 4 days)
Core competencies for employee management and team dynamics
Leadership role and change in sales
Motivation and sales psychology
Employee development in sales
Feedback discussions and performance management in sales
Team dynamics and conflict management
Leading at a distance (remote leadership)
Personnel, negotiation and law (approx. 4 days)
Skills for recruiting, closing deals and legal security
Recruiting and onboarding in sales
Employee development and promotion
Consulting and solution sales
Negotiation and closing strategies
Presentation and communication
Sales law, GDPR and compliance
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 markets and customer groups, develop suitable sales strategies and implement them operationally. You define key figures, manage sales processes based on data and lead your team. You will use digital systems and AI-supported analysis tools to plan and optimize sales performance. You will master the basics of modern sales management - from strategy and organization to team leadership, negotiations and customer contact.
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 specialists in sales, distribution and customer management as well as prospective managers who would like to take on sales responsibility 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).