The training programmes were deployed effectively both in formal classroom settings and remotely using web conferencing tools. Peter has helped solidify the client’s use of CRM and shown where they can extend their solution and obtain maximum business value.

Adam Spurr, Zero2Ten

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NEW COURSE
Customer journey analysis and design

Course code
CRMK125A
RRP
£795 per delegate
Audience
CRM consultants, Project Managers, Marketing Managers
Sure Step
Masterclasses (also Dynamics CRM and Marketing ) (about this)
Available as
Classroom course POA Enquire

Classroom course dates · 1 day prices exclude VAT

We currently don't have any dates scheduled for this course. If you are interested in attending this course, please enquire and we can add you to the course waiting list or get in touch to arrange a suitable date.

Most of our courses are available on a one-company basis and can usually be customised to your specific needs. Please contact us for more information.

Is this the right course for you?

Peter says:

Digital Marketing and CRM technology are rapidly converging in terms of functionality and seamless connections. Keeping track of what is possible is jus the beginning. The most important element is defining a combined strategy using the Customer Journey model.

When is this course most useful?

This course is most useful during these Sure Step phases:

This course is most useful for Digital Marketing Managers, CRM Managers and Consultants.

Course overview

Print this overview
Designing optimal customer experience processes is one of the most important activities that an organisation can carry out in today’s fast paced competitive world. This one-day seminar takes your team through the principles of customer experience design and analysis. By the end of the course you will have begun to pull together a comprehensive customer journey development plan.

Audience


This one-day workshop is intended for senior managers and stakeholders who want to make their customer experiences more efficient and effective.

 

Objectives

  • On successful completion of this course, delegates will be able to:
  • Define key stages in customer journeys
  • Identify the benefits of mapping and reengineering customer journeys
  • Understand the technologies available to track customer journeys that begin in digital channels
  • Identify the role that CRM plays in monitoring and driving the customer journey
  • Identify the strengths and weaknesses present in current customer journeys
  • Begin the task of documenting revised customer journeys

 

Topics

  • Customer experience design and approaches
  • Customer journeys – best practice and real-world lessons
  • Identifying digital and analog channels using CRM
  • Driving web traffic using content
  • Tracking online behaviour
  • Mapping your customer lifecycle – a strategic model for CRM
  • Analysing customer journeys and documenting requirements
  • Using CRM as the platform for monitoring customer journeys
  • Modelling the complete customer journey
  • Preparing and documenting the plan