Formation/Cours

No preliminary skills required. A first business experience would be a plus.

At the end of the course, the student should be able to :
Based on last year challenge :
– Analyze/audit a company CRM situation
– Define objectives evolution and leverages (HR, organization & processes, IT, communication)
– Set up an action plan
– Present the challenge answer in a proper way
It will depend on the topic provided by the AFRC (Association Française de la Relation Clientèle), the company’s situation and requirements/questions.
By the end of the week, the students will work and get information on CRM basics including CRM activities, clients expectations, multi channels CRM.

– Give an abstract of customer expectations
– Analyze the company’s demand and requirements
– Prioritize actions and leverages
– Define organization and communication tools
– Coach the students and the different groups in order to compete in a proper manner