Sessions
Discover the next sessions of our open program in crm & customer experience below. Click on the session you are interested in to obtain its full calendar.
About
In this immersive program, we'll explore the fundamentals of CRM, from intelligent customer data collection to advanced analysis of purchasing behavior.
The focus will be on personalizing interactions and creating privileged relationships with customers. Indeed, traditional metrics such as customer satisfaction or Net Promoter Score offer part of the customer experience. But the scope can be much wider. What's more, artificial intelligence is bringing exciting developments to this field. Tools such as sentiment analysis or predictive engagement can enable companies to be even more attuned to changing expectations.
Our program prepares you to orchestrate customer experiences, integrating concepts on three levels: operational, analytical and collaborative. Numerous applicable tools and concepts will be presented and discussed.
Learning objectives
- Define the essential elements of a customer-focused culture, taking into account the different needs of customers.
- Identify and monitor the creation of value for the customer through the relationship established.
- Developing a CRM strategy based on customer experience, satisfaction and loyalty.
Target audience
- Anyone who wants to improve/optimise their knowledge of best practice in customer-focused businesses.
- Managers of SMEs or start-ups wishing to develop a customer-focused strategy.
- Marketing and communication directors and managers who want to update their knowledge and share their challenges.
Program
This short program crm & customer experience was built for professionals seeking to learn about fundamental concepts and then practice them trough practical exercises. There is a strong emphasis on practical application supported by academic excellence, with the use of exercises and break-out groups, industry examples and guest speakers. The fundamental notions will be presented beforehand, then supplemented and illustrated by numerous practical exercises based on real cases .
This approach will allow the participants to deploy the concepts presented during the course as well as forging a strong analytical mindset to tackle future challenges they might face on .
Modalities
admission criteria
MotivationWe offer quality programs accessible to all professionals who have decided to develop new skills.
ParticipationThis short program requires your presence and participation
study rulesPayment terms
Price: 2 250 CHFAll expenses related to continuing education are, except in exceptional cases, tax deductible .
Discount (10%): -225 CHFA discount is offered to Alumni HEC.
Payment terms
