Customer Retention Management Course outline 2011
Outcomes In 2011, best practice dealers are getting serious about CRM, this includes: Developing their CRM model Structuring their CRM activities Employing a dedicated CRM Manager role Making CRM a continuous process not an ad-hoc event Implementing a CRM culture into their dealership. The course is designed to help attendees: Maximise the return on their CRM investments Develop their CRM model Define the CRM key performance indicators Define the reports that measure and monitor CRM activities Define the processes that drive CRM impacts on dealerships bottom-line. Course Delivery This CRM course is a hands-on and practical workshop. The focus is on interactive activities and is related specifically to an automotive dealership. It is run over the course of one day. Each attendee will receive: Workshop binder with CRM workshop materials Copies of presentations.
Program Overview 1. Financial dynamics 5% vs. 2.5% - How to improve profitability The 10 drivers of profit per employee Repeat referrals vs. New markets The difference between the average and best practise and why. 2. Activities that drive profit per employee Key Performance Indicators Reports that monitor profit per employee CRM best practices and processes. 3. Activities that drive repeat customers Key Performance Indicators - Appointment ratios and test drive ratios Reports that monitor repeat customers Checklists and processes Management meetings.
4. Activities that drive service retention Key Performance Indicators Reports that monitor service retention Checklists and processes Management meetings. 5. Commission structures that drive Customer Retention Management 6. Online Customer Retention Management strategies 7. Guest Presenter: Deloitte Retail Buying environment Lessons from other industries.
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