Duration: 2-week online course | 2 hours per week
Digital transformation seems to be taking over the way we interact with our customers, but is it really so? Is it enough
to grant our organization’s complete success?
In an ever more digitally connected world, it is becoming increasingly more difficult to reach out to the target customer segments, generate relevant leads, move them to business prospects and eventually turn them into customers. If you are looking for better options to manage your customers, start with managing customers relationships. CRM is not just about the technology or a system that we shall use, it is about a mindset that motivates us to put the customers back at the core of our projects, of our team efforts of our entire organization. The way customer relationships are managed, will determine the level of success you’re going to experience and eventually will play a key role in defining the future sustainability of your business. If you want to future-proof your business, you need to take complete ownership of your customer relationships: make sure you are creating an ecosystem for your customers to be happy to be part of, and your business will thrive in it.
Who Should Attend
This course is designed for anyone that is involved in Sales, Marketing, Business Development, Customer Care Support, After Sales Servicing and Sales Management. Regardless if you are part of or you are leading a team, understanding the key importance of CRM and how to use it to your advantage is becoming more and more important in today’s business environment.
Benefits of Attending
- Understand how to map the customer journey
- Appreciate the value creation process from the customer point of view
- Understand the contribution of CRM to the leadership framework
- Learn how to plan for a solid database design
- Best practices for a successful CRM implementation and how to overcome resistance
Marco began his corporate career as Project Manager for the Italian subsidiary of an American corporation in the medical sector. He then worked for a European industrial group as Subsidiary Director in Italy and USA from 2003 to 2008. In 2009, Marco left the corporate world and started his own advisory practice to focus on project management and strategic consulting. He is currently an independent advisor with focus on feasibility studies, business plans, change management and the strategic integration of business and technology. Since 2017, he is a Senior Advisor at Seles Italy, a strategic consulting firm with focus on Business Strategy for Internationalization and Sales Management.
Since 2018 he is an independent consultant for INFORMA Connect, delivering training contents to clients in the Middle East. Since 2020 he is a Lecturer at the Faculty of Economics, Management and Accounting at the University of Malta. Marco is a well travelled professional, having held positions of leadership in Italy, USA, and Ghana as a resident expatriate. Marco has also been involved in project management and consulting in Malta, Bulgaria, Denmark, the Netherlands, Nigeria, Congo, Madagascar, Zambia, South America, the Middle East and Papua New Guinea with clients in construction, oil and gas, automotive, logistics, healthcare and technology.
He believes in the power of Communication and developing strong Public Speaking skills: a passion he developed while living in the USA. He is currently serving as the President at Toastmasters Club Malta. His approach to training is very practical and he strives to engage the audience in a positive and enabling environment which supports learning and knowledge sharing.
Pricing excludes 5% VAT, which will be charged where applicable