CATEGORY TYPE: Business & Management

COURSE NAME:Customer Relationship Management


This course can be scheduled at your convenience, to request this course please click here


During this course we show in a very practical way how to develop and

manage SME customers using a CRM based approach. It covers the

fundamentals of strategic marketing before focusing on CRM, and

showing how banks can boost profitability by adopting a structured and

targeted approach. It will show them the optimum approach for

identifying promising new customer, winning them, and then making

sure to retain them. It focuses on how to boost customer profitability,

whilst simultaneously reducing the overall cost of sales.


Delegates will be refreshed with the high-level concepts of strategic marketing

Appreciate the fundamentals of the CRM based approach to SME customers

Understand how new technologies represent a “game changer” for

CRM in the near-medium term Develop some high-level plans for improvements to CRM within their own banks

Compare the various CRM approaches from banks in their own market and appreciate the relative strengths and weaknesses


Module 1 - Overview of CRM

Module 2 - Developing a Customer Strategy

Module 3 - Customer Lifecycle Management and Lifetime Value

Module 4 - CRM Technology

Module 5 - Operational CRM

Module 6 - Analytical CRM

Module 7 - Collaborative CRM

Module 8 - CRM Project Management

Module 9 - Building a Business Case for CRM



• Middle- and senior-level managers from marketing, e-commerce, sales and operations, strategic planning and general management
• Senior technology and information managers who support marketing, e-business and CRM programs
• Product, brand, e-marketing and advertising managers
• Finance managers responsible for customer profitability measurements and analysis Sales and service managers

    • 5 Day(s)

    The presentation is generally appealing to me. The dedication & devotion of the instructor are both laudable & admirable.
    Mohammed F. Alotaibi

    Really this course is important for any inspector, so I will recommended it for our employees. And thanks a lot!
    Ahmed Al-Yami

    You are doing excellent bringing such very talented instructor. Please keep it up.
    Ahmed Afifi
    Al-Zamil CoolCare

    I would like to appreciate you as well as the instructor for a good training due to the fact that the helping to gain new information about the types of valve with advantages and disadvantage as well. Many thinking.
    Zaki Ali Aldawood

    This course was very beneficial and helpful to understand one of the Major NDT method. I encourage ITC to continue with this performance.
    Talal Saad AlHasawi

    ITC service was in overall excellent. Thanks.
    Wael M. Morsy

    This course was good and a nice guide to the PMP exam. Thanks.
    Yazeed Mohamed Mreki
    General Authority of Civil Aviation (GACA)

    It was good course & good preparation with excellent instructor. Thanks a lot.
    Faisal Mahdi Al-Qahtani

    It was a nice course to have. I suggest taking this course with the same instructor to other people. Thanks for the instructor for his kindness & helfull during the course.
    Abdul-Moniem Al-Humoud

    It is very important course, which enable us to improve our knowledge to work approaching our big account and can be recall us the key account. This is will support us to active result for the best of the Co.
    Mohammed Amjad
    Al-Suwadi Services

    The instructor is highly and technical knowledgeable in explaining all the subject in the course taken.
    Noel V. Garan
    Coldstorec Group Of Saudi Arabia

    Instructor was well prepared and knowledgeable I gain lot of useful information.
    Gulam Khan
    Saudi Aramco

    It was a good learning experience. Got to know the concept involved in key account.
    Muthuraman Nachiappan
    Al-Suwadi Services

    The instructor Mr. Ahmed Sabry has a very nice spirit.
    Salam Fakhoury
    Al Khodari Company

    It is very useful to us and increase our knowledge.
    Mohammed Rashed Afifi
    Al Khodari Company

    The course is excellent and helpful. It help me in organizing the work in more safe manner.
    Muzammil Hayat
    Al Khodari Company

    The instructor is very knowledge and hard working, his way of teaching is very good.
    Ibrahim Darwish
    Al Khodari Company