Bismillaharrahmanarrahim

And whosoever fears Allah and keeps his duty to Him, He will make a way for him to get out (from every difficulty). And He will provide him from (sources) he never could imagine. And whosoever puts his trust in Allah, then He will suffice him. Verily, Allah will accomplish his purpose. Indeed Allah has set a measure for all things. At-Talaq and whosover fears Allah and keeps his duty to Him, He will make his matter easy for him. At-Talaq ..and whosoever fears Allah and keeps his duty to Him, He will remit his sins from him, and will enlarge his reward. At-Talaq

Training proposal Customer Relationship Management

One day workshop conducted by:

Shahrukh Moghal Principal Consultant April 5th, 2012

Quality Input Resources 1922791-K

24 Jalan 10/21D, Medan Idaman, Setapak Garden, 53100 Kuala Lumpur Tel: 603-23326665 Fax: 603-40240240 Email: shahrukh@contactskills.com web: www.contactskills.com

Customer Relationship Management - CRM Introduction

CRM is an acronym that stands for Customer Relationship Management. It describes the strategy that a company uses to handle customer interactions. One example of a common CRM strategy is the rewards card program offered by many supermarkets. The store gives its customers a free card that gives them access to special deals and discounts when they swipe the card during checkout. But that card also tracks everything the customer buys and allows the store to create an extremely detailed customer profile based on his or her purchasing habits. Armed with that information, the store can then offer its customers targeted coupons and other programs that will motivate its customers to buy more products from that store. Effective customer relationship management (CRM) has become a strategic imperative for companies in virtually every business sector. Companies are moving closer to their customers, expending more effort in nding new ways to create value for their customers, and transforming the customer relationship into one of solution nding and partnering rather than one of selling and order taking (El Sawy and Bowles, 1997). Organizations will be more successful if they concentrate on obtaining and maintaining a share of each customer rather than a share of the entire market (Peppers and Rogers, 1995). It has been illustrated in practice that retaining an existing customer is more protable than acquiring a new one (Reichheld and Sasser, 1990)

Designed for
Sales, Marketing, Business Development Managers

Program Objectives
By the end of this program the participants shall: 1. 2. 3. 4. 5. Understand what CRM is. Realize the importance of CRM Be able to develop and implement a CRM Framework Learn Techniques in conducting Market Research and Analysis Overcome Difficulty in gathering and managing information / market intelligence from the industry

Quality Input Resources

24 Jalan 10/21D, Medan Idaman, Setapak Garden, 53100 Kuala Lumpur Tel: 603-23326665 Fax: 603-40240240 Email: shahrukh@contactskills.com web: www.contactskills.com

Customer Relationship Management - CRM The training session

This One Day program content has been designed to include a combination of simulations, activities and exercises in order to support the above listed understanding, approach and objectives,. Details follow:

1.

Customer Relationship Management Overview

What is CRM? The CRM ladder and goal The Importance of CRM

2.

Developing and implementing a CRM framework

a) Types of customer information to research Information of the customer Information for the customer Information by the customer Identifying and analysing required customer information work exercise

b) Integrated Dynamic CRM Framework Relationship value analysis Relationship positioning Relationship commitment

c) Developing our own CRM framework Work exercise

3.

Methods in conducting Market Research and Analysis

What is market research? Why conduct market research? When to conduct market research? How to conduct market research? Data analysis and interpretation Work exercise

4.

Certificate presentation and close

Quality Input Resources 2

24 Jalan 10/21D, Medan Idaman, Setapak Garden, 53100 Kuala Lumpur Tel: 603-23326665 Fax: 603-40240240 Email: shahrukh@contactskills.com web: www.contactskills.com

Customer Relationship Management - CRM

INVESTMENT AND OTHER DETAILS Program Duration 1 day Group size This proposal is designed for a maximum of 15 participants Methodology Concept Fees RM7500 per day About the trainer Client acceptance We, __________________________, hereby accept and agree to have QUALITY INPUT RESOURCES conduct the session namely CUSTOMER RELATIONSHIP MANAGEMENT according to the training objectives, outline and fees listed in this proposal. Proposed by Shahrukh Moghal Chief Executive Officer Quality Input Resources April 5, 2012 _________________________ Signature & Chop: Accepted by Name: Title: Company: Please see the next page. Application Reflection FUN!

___________________________________ Signature & Chop:

Quality Input Resources

24 Jalan 10/21D, Medan Idaman, Setapak Garden, 53100 Kuala Lumpur Tel: 603-23326665 Fax: 603-40240240 Email: shahrukh@contactskills.com web: www.contactskills.com

Customer Relationship Management - CRM

About the consultant
Shahrukh Moghal has over 17 years of experience in Sales, Customer Service and Telemarketing for various products and services. He majored in Communication at Knox College, Galesburg, Illinois, USA. The experiences that he has injected into sales and service training and consultancy date back to 1990 when he began his career as a sales agent in the United States. Subsequently, he moved up the ranks of agent to team leader to internal trainer over a period of 6 years. Since then, he has been actively involved with developing agent and team leader skills in various sales teams operating successfully in Kuala Lumpur, Malaysia. This experience as a practitioner has been instrumental in the development of his understanding of agent and team leader psychology, what drives each position and how skills are developed in each area. His experiences range from managing sales in companies that specialize in selling tangible products such as state of the art telephone equipment to services such as vacation packages, consulting projects and training seminars. Shahrukhs training experiences in Malaysia and Singapore include but are not limited to: 1. 2. 3. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24. 25. 26. 27. 28. 29. 30. 31. 32. 33. 34. HSBC Bank Malaysia Berhad Branch training of financial products TELESALES HSBC Bank Malaysia Berhad CRM training for the DRM Team January 2012 Hong Leong Group Call Centre Finance, Bank, Assurance and Customer Service The Bank of Nova Scotia Berhad Call Centre - Branch training of financial products sales Malaysia National Insurance Sales training for a Child Education plan MQ Sporttec Catalogue sales of branded Corporate Sportswear Legend Hotel Time Share appointment and Customer Service training Palace of the Golden Horses - Time Share appointment setting and Customer Service Boustead Development Property Sales and Appointment Setting training Bumiputra Commerce Bank Berhad Call Centre Phone Banking sales Malaysian Oxygen Berhad Call Centre Industrial Products sales and Service Malaysia Airlines Golden Boutiques Buy n Fly card sales training IBI Holdings Berhad Call Centre Telesales of remanufactured toner cartridges ITI Otago Polytechnic New Zealand New student registration sales training New Straits Times Classified Ads-Call Centre & Face to face service Utusan Melayu Classified Advertising-Outbound Telemarketing and recruitment Knowledge Group of Companies Call Centre Telesales training and motivation Elken Sdn Bhd Counter Service / Effective Communication and Customer Service British American Tobacco Effective Communication and Selling Skills (Kent) Telekom Publications Sdn. Bhd. Call Centre Appointment setting Skills for Yellow Pages Alterni (M) Sdn. Bhd. Call Centre Herbal products sales MNI Oneline Call Centre Telesales and Teleservice training Zuellig Pharma Call Centre - Customer Service Training Vsource (M) Sdn. Bhd. Outbound Telemarketing Training for this Outsourced Call Centre AmAssurance Setting up a new Telemarketing Unit RHB Bank Call Centre Outbound Telemarketing Training Maybank Group Contact Centre Outbound Telemarketing Skills (Insurance products) OCBC Bank (Malaysia) Berhad Outbound Telemarketing Skills for transactional banking Jabatan Kesihatan Wilayah - Counter Customer Service Skills by resource trainer Bank Rakyat Call Centre Telesales and Service training SP Setia Outbound telemarketing skills Bonuslink Call Centre Outbound Telemarketing Skills & Inbound Customer Service EDS MSC Malaysia Sdn. Bhd. Call Centre Tele-Service and Handling Complaints Honda Malaysia Sdn. Bhd. Call Centre Customer Service Etiqa Insurance Berhad Brand Delivery training campaign 35. CSC Malaysia Berhad Ensuring contact centre success

Quality Input Resources

24 Jalan 10/21D, Medan Idaman, Setapak Garden, 53100 Kuala Lumpur Tel: 603-23326665 Fax: 603-40240240 Email: shahrukh@contactskills.com web: www.contactskills.com