CRM Audit Ltd.
 
  • “Customer Champions are responsible for your most vital assets, your customers. Their role is to optimise operational activity to improve the creation and delivery of customer value. ”

CRM Audit

workshops (1-5)
Workshop 1 – Introduction to Customer Management

Key elements include:

  • Understanding the impact of the drivers for change.
  • What Customer Relationship Management is and is not.
  • The core principles of CRM and how they apply to legal practice.
  • Introduction to Performing CRM.
  • The components of Strategic, Operational and Analytical CRM.
  • Understanding the need for Customer data.
  • What metrics are used for CRM.
Workshop 2 – Analysing the Customer Portfolio

Key elements include:

  • Identifying existing and future Customers.
  • Customer Segmentation and Needs Analysis.
  • Activity based costing.
  • Forecasting and Customer Insight.
  • Customer Profitability & Life Time Value.
  • Customer Portfolio Analysis Tools.
  • Developing Customer Strategies.
Workshop 3 – Building Valuable Relationships

Key elements include:

  • What is a relationship
  • Economics of relationships.
  • Developing Insight & Intimacy.
  • The Customer journey.
  • Defining trust and commitment.
  • Downsides to relationships.
  • Changing Customer Value.
  • Satisfaction Profit Chain.
  • Network development.
Workshop 4 – Creating Value Propositions

Key elements include:

  • Understanding Value.
  • Benefits v Sacrifices.
  • Creating the Customer Value Equation.
  • Value from Products & Services.
  • Value from Technology & Processes.
  • Value from People.
  • Other potential sources of Value.
Workshop 5 – Customer Experience Management

Key elements include:

  • Understanding Customer Expectations.
  • Customer Situational Analysis.
  • Customer Experience Mapping.
  • Customer Activity Cycles.
  • Observing the Customer Experience.

This Workshop can also be delivered as part of a one day Workshop with Workshop 4.