This comprehensive 5-day training course provides a thorough understanding of the principles and practices of Customer Relationship Management (CRM) within the banking sector. Participants will learn how to build and maintain strong customer relationships, leverage data to understand customer needs, implement effective CRM strategies, utilize appropriate technologies, and measure the success of CRM initiatives. The course covers the entire CRM lifecycle, from initial customer acquisition to long-term loyalty and retention, emphasizing the unique challenges and opportunities of the banking industry.
The training will cover essential topics including an introduction to the concepts and importance of CRM in banking, an in-depth understanding of banking customer behavior and expectations, the development of effective CRM strategies tailored to the banking sector, the selection and implementation of CRM technologies and systems, the management and analysis of customer data, techniques for segmenting and targeting customers, the principles of personalization and customization, strategies for building customer loyalty and reducing churn, methods for measuring the effectiveness of CRM programs, and an exploration of future trends in banking CRM. Through interactive discussions, case studies, and practical exercises, participants will develop a strong foundation in CRM principles and their application within the banking industry.
Who should attend the training
· Relationship managers
· Customer service representatives
· Branch managers
· Marketing managers
· CRM managers
· Data analysts
· IT professionals supporting CRM
· Product managers
· Anyone involved in customer-facing roles in banking
Objectives of the training
· Understand the fundamental principles and importance of CRM in the banking sector
· Gain a deep understanding of banking customer behavior, needs, and expectations
· Develop effective CRM strategies tailored to the banking industry
· Learn how to select and implement appropriate CRM technologies and systems
· Master the principles of effective customer data management and analysis
· Understand how to segment and target banking customers effectively
· Develop skills in personalizing and customizing banking services and communications
· Learn strategies for building customer loyalty and reducing customer churn
· Understand how to measure the effectiveness of CRM initiatives in banking
· Explore future trends and innovations in banking CRM
Personal benefits
· Enhanced understanding of CRM principles and their application in banking
· Improved skills in building and managing customer relationships
· Increased ability to leverage data for better customer insights
· Greater effectiveness in customer service and sales roles
· Professional development and career advancement opportunities in banking
Organizational benefits
· Improved customer satisfaction and loyalty
· Increased customer retention and reduced churn
· Enhanced revenue generation through targeted marketing and sales efforts
· Better understanding of customer needs and preferences
· More efficient and effective customer service operations
· Improved data-driven decision-making
· Increased competitiveness and profitability
Training methodology
· Interactive lectures
· Case studies
· Group discussions
· Practical exercises
· Practical session: Analyzing a banking customer journey
· Role-playing
· Practical session: Handling customer complaints and inquiries
· Presentations
· Practical session: Developing a customer segmentation strategy
· Data analysis exercises
· Practical session: Using CRM software to manage customer interactions
Trainer Experience
Our trainers are experienced banking professionals with a strong background in customer relationship management. They possess in-depth knowledge of CRM principles, banking operations, and the challenges and opportunities of implementing effective CRM strategies within the financial services industry.
Quality Statement
This training course is designed to provide participants with a comprehensive and practical understanding of CRM in the banking sector. We are committed to delivering high-quality content and engaging learning experiences that will empower individuals and organizations to build stronger customer relationships and achieve greater success.
Tailor-made courses
We understand that different banking institutions have unique customer bases, product offerings, and CRM needs. Our tailor-made courses can be customized to address your organization’s specific requirements, focusing on your target customer segments, CRM technologies, and strategic objectives, ensuring maximum relevance and impact for your team.
Course Duration: 5 days
Training fee: USD 1300
· Defining CRM and its Importance in the Banking Sector
· The Evolution of CRM in Banking
· Key Components of a Successful Banking CRM Strategy
· Understanding the Customer-Centric Approach
· Practical session: Analyzing the impact of poor customer service in a banking scenario
· The Unique Characteristics of Banking Customers
· Identifying Different Customer Segments in Banking
· Understanding Customer Needs, Expectations, and Behaviors
· The Impact of Digitalization on Banking Customer Relationships
· Practical session: Developing customer personas for different banking segments
· Developing a Customer-Centric CRM Vision
· Setting CRM Objectives and Key Performance Indicators (KPIs)
· Aligning CRM with Overall Business Strategy
· Integrating CRM Across Different Banking Channels
· Practical session: Developing a CRM strategy for a specific banking product or service
· Overview of CRM Software and Platforms
· Selecting the Right CRM System for a Bank
· Integrating CRM with Core Banking Systems
· Utilizing Mobile CRM and Social CRM in Banking
· Practical session: Evaluating different CRM software options for a bank
· The Importance of Customer Data in Banking CRM
· Collecting and Storing Customer Data Securely
· Data Quality Management and Governance
· Utilizing Data Analytics for Customer Insights
· Practical session: Analyzing customer data to identify trends and patterns
· Principles of Customer Segmentation
· Different Segmentation Approaches in Banking (Demographic, Behavioral, Value-Based)
· Developing Targeted Marketing Campaigns
· Using Segmentation for Personalized Service Delivery
· Practical session: Segmenting a bank’s customer base using different criteria
· The Importance of Personalization in Banking
· Customizing Products, Services, and Communications
· Using Data to Personalize Customer Interactions
· Leveraging Technology for Personalized Experiences
· Practical session: Developing personalized offers for different customer segments
· Understanding Customer Churn in Banking
· Building Customer Loyalty Programs
· Providing Excellent Customer Service
· Proactive Customer Relationship Management
· Practical session: Developing a customer loyalty program for a bank
· Key Performance Indicators (KPIs) for Banking CRM
· Tracking Customer Satisfaction and Loyalty
· Measuring the ROI of CRM Initiatives
· Using Data to Improve CRM Performance
· Practical session: Developing a dashboard to track CRM KPIs
· Emerging Technologies in CRM (AI, Chatbots, Blockchain)
· The Impact of Open Banking on CRM
· Personalized Banking Experiences in the Future
· Ethical Considerations in Banking CRM
· Practical session: Brainstorming future applications of CRM technology in banking
Requirements:
· Participants should be reasonably proficient in English.
· Applicants must live up to Armstrong Global Institute admission criteria.
Terms and Conditions
1. Discounts: Organizations sponsoring Four Participants will have the 5th attend Free
2. What is catered for by the Course Fees: Fees cater for all requirements for the training – Learning materials, Lunches, Teas, Snacks and Certification. All participants will additionally cater for their travel and accommodation expenses, visa application, insurance, and other personal expenses.
3. Certificate Awarded: Participants are awarded Certificates of Participation at the end of the training.
4. The program content shown here is for guidance purposes only. Our continuous course improvement process may lead to changes in topics and course structure.
5. Approval of Course: Our Programs are NITA Approved. Participating organizations can therefore claim reimbursement on fees paid in accordance with NITA Rules.
Booking for Training
Simply send an email to the Training Officer on training@armstrongglobalinstitute.com and we will send you a registration form. We advise you to book early to avoid missing a seat to this training.
Or call us on +254720272325 / +254725012095 / +254724452588
Payment Options
We provide 3 payment options, choose one for your convenience, and kindly make payments at least 5 days before the Training start date to reserve your seat:
1. Groups of 5 People and Above – Cheque Payments to: Armstrong Global Training & Development Center Limited should be paid in advance, 5 days to the training.
2. Invoice: We can send a bill directly to you or your company.
3. Deposit directly into Bank Account (Account details provided upon request)
Cancellation Policy
1. Payment for all courses includes a registration fee, which is non-refundable, and equals 15% of the total sum of the course fee.
2. Participants may cancel attendance 14 days or more prior to the training commencement date.
3. No refunds will be made 14 days or less before the training commencement date. However, participants who are unable to attend may opt to attend a similar training course at a later date or send a substitute participant provided the participation criteria have been met.
Tailor Made Courses
This training course can also be customized for your institution upon request for a minimum of 5 participants. You can have it conducted at our Training Centre or at a convenient location. For further inquiries, please contact us on Tel: +254720272325 / +254725012095 / +254724452588 or Email training@armstrongglobalinstitute.com
Accommodation and Airport Transfer
Accommodation and Airport Transfer is arranged upon request and at extra cost. For reservations contact the Training Officer on Email: training@armstrongglobalinstitute.com or on Tel: +254720272325 / +254725012095 / +254724452588
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Armstrong Global Institute
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