“Over the last two decades, accounting and finance, manufacturing, research and development, human resources, and customer support have been transformed by technology ………..We are now at the last great unautomated corporate frontier: SALES”   - Thomas Siebel, C.E.O. of Siebel

CRM (Customer Relationship Management) has become the latest talk-of-the-town management topic. Increased competition fueled by the Internet is forcing companies to look for ways to reduce the cost of sales while increasing customer loyalty. CRM offers businesses the opportunity to do both by enabling them to automate many sales and marketing functions and tailor products and services to individual buyers.

However, a study conducted recently by Gartner Group found that although there are more than 500 companies that claim to sell CRM software, only 200 of them actually do so. Many therefore ask: “Is CRM another 3-letters jargon or just another fancy software that fits the big enterprises only? And how CRM actually helps?”

In this 3-hours seminar we will explore:

• What CRM is all about

• How CRM re-structure sales and marketing processes and contributes to customer relationship and, most important, business return

• The CRM implementation road map illustrated with real cases – its success relates significantly to People

• The necessary changes and what role should we play and get prepared in this new wave

In this seminar, the speaker will thoroughly elaborate CRM from various perspectives, including business processes, information technology, management technology, company culture and change management.

At the end of the seminar, audiences will better understand:

• What actually CRM is;

• The relationship between CRM process and CRM application software;

• The implementation road map and necessities;

The top CRM application systems and what/how they functions.

CEO, CIO, Marketing and Sales Director/Executives, HR Directors, Executives in Sales, Marketing and Customer Services