Peter did a great job for me with Dynamics CRM configuration and demonstration for a very successful proof-of-concept. He is calm, detailed and very knowledgeable.
Customer journey analysis and design
Classroom course dates · 1 day prices exclude VAT
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Is this the right course for you?
Digital Marketing and Dynamics 365 / 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, Dynamics 365 / CRM Managers and Consultants.
Course overviewPrint this overview
This one-day workshop is intended for senior managers and stakeholders who want to make their customer experiences more efficient and effective.
- 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 Dynamics 365 / 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
- Customer experience design and approaches
- Customer journeys – best practice and real-world lessons
- Identifying digital and analog channels using Dynamics 365 / CRM
- Driving web traffic using content
- Tracking online behaviour
- Mapping your customer lifecycle – a strategic model for Dynamics 365 / CRM
- Analysing customer journeys and documenting requirements
- Using Dynamics 365 / CRM as the platform for monitoring customer journeys
- Modelling the complete customer journey
- Preparing and documenting the plan